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.

Job Overview:

  • Responsible for repair activities on the DSLAM and GPON network. Responsible for network monitoring and outage management.

  • Responsible for identifying and resolving reported trouble and/or proactively ticketed trouble.

  • Takes calls from technicians in the field and central offices for DSLAM repair issues.

  • Responsible for thorough documentation of repair activities.

  • Troubleshoots complex DSL repair issues on numerous DSL platforms.

  • Solves chronic repair 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, lines, modems and terminals.

  • 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.

  • Monitors and provides follow through on repair tickets 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.

  • 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 maintenance activities.

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

  • Troubleshooting experience with DSL, DS0, DS1, DS3, ATM, Ethernet, Frame Relay and/or IP.

  • Troubleshooting experience with CISCO, Adtran, Alcatel, Lucent, Calix, Juniper and/or other vendor hardware.

  • Troubleshooting experience using a variety of Element Management Systems.

  • Ability to interface directly with internal 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, 7 days a week. Must be willing to work day, evening, and night shifts; also to work overtime, weekends and holidays as required depending upon employee skills, abilities, and the needs of the business.

Alternate Location: US-Minnesota-St Paul

Requisition # : 139824

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.

Disclaimer

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.