CenturyLink Customer Service Specialist in St Paul, Minnesota

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

CenturyLink is looking for a Customer Service Specialist that will be responsible for "Activating" and "Augmenting" the DSL, ATM, and Frame Relay network. This position receives high volumes of work through inbound calls as well as an automated job tool. They also work independently with minimal or no supervision, while communicating with others to provide technical guidance on systems and components.

This is a 24/5 Network Operations Center. Candidate must be willing to work day, evening, and night shifts. Depending upon employee skills, abilities, and needs of the business, they may also be required to work overtime. Hours are based on the needs of the business and are subject to change. Must demonstrate a sense of urgency.

Job Overview:

•Responsible for network augmentation activities (Additions/Removals/Upgrades) on the DSL, ATM, and Frame Relay networks.

•Responsible for network monitoring and outage management related to augmentation activity.

•Responsible for identifying and resolving reported trouble and/or proactively ticketed trouble related to augmentation activity.

•Takes calls from technicians in the field and central offices for DSL, GPON, PRISM, VECTORIG, CAF2, ATM, and FR augmentation issues.

•Responsible for thorough documentation of network augmentation activities.

•Troubleshoots complex DSL, GPON, ATM, and FR repair issues on numerous platforms related to augmentation activity.

•Solves augmentation problems by conducting various diagnostic tests using conventional and specialized test equipment and referring to vendor/manufacturer provided documentation to identify the extent and source of obscure, hard-to-resolve problems that have defied routine troubleshooting techniques.

•Resolves complex network problems involving power, network hardware and software issues.

•Uses software and hardware tools to identify and diagnose network status and problems.

•Takes calls from internal customer support centers reporting trouble on the network due to augmentation activity.

•Monitors and provides follow through on repair tickets related to augmentation activity and escalates as needed.

•This is a fast paced job where multitasking is required with an ability to prioritize tasks and manage completion of multiple concurrent tickets.

•Problem-solves and uses organizational skills to meet critical management and customer demands measured by key performance indicators.

•May be asked to support repair and/or customer provisioning if there is a critical need.

•Proficiency and ability to multitask or toggle between several computer applications and databases simultaneously.

Minimum Qualifications:

•Strong technical skill level working on complex assignments involving network systems installation, provisioning, and/or maintenance activities.

•Solid knowledge of network layers 1, 2, and/or 3.

•Troubleshooting, provisioning, and/or turn-up experience with IP, DSL, GPON, DS0, DS1, DS3, ATM, and/or Frame Relay.

•Troubleshooting, provisioning, and/or turn-up experience with CISCO, Ciena, ALU, Adtran, Calix, Juniper and/or other vendor hardware.

•Troubleshooting experience using a variety of Element Management Systems.

•Ability to interface directly with internal and external customers over the phone.

•Computer literacy, multi-tasking, problem-solving, strong verbal communications, and customer service soft skills are a must.

•This center is open 24 hours a day, 5 days a week. Must be willing to work day, evening, and night shifts; also to work overtime, weekends as required depending upon employee skills, abilities, and the needs of the business. Hours are based on the needs of the business and are subject to change.

Preferred Qualifications:

•1+ year troubleshooting, provisioning and/or turn-up experience with Ethernet, IP, DSL, GPON, DS0, DS1, DS3, ATM, and/or Frame Relay.

•Advanced knowledge of network layers 1, 2, and 3.

•CCNA or CCNP Certification.

Alternate Location: US-Minnesota-St Paul

Requisition # : 140229

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.