CenturyLink CUST SOLUTION DESIGNER - IP & SECURITY in BROOMFIELD, Colorado
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Customer Solutions Designer: A customer facing position that requires ability to effectively handle customer interactions and ability to be customer centric. This role is responsible for configuration and implementation of CenturyLink services. Qualified candidates must have a strong understanding of networking products and services. Ability to learn and perform complex order troubleshooting and configurations. The position, using experience of networking and engineering standards, the Designer is responsible to respond to new/modify/disconnect orders by determining the best design to fulfill the order request. As necessary, develop and deliver training to lower level technicians; and work effectively with IT, engineering and other leadership/business units. Process escalations and provide timely updates as needed.
Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
Collaborative skills and use a team approach to accomplishing work.
Verbal, written and interpersonal communication skills.
Demonstrate ability to process tasks as assigned for one or more CenturyLink IP products
Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
Process orders according to SLAs, On Time Performance and quality standards
Manage the assigned queue using time management skills
Escalate to a higher level as needed
Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
Other duties as assigned
Providing escalation support for lower level techs
Respond to more complex maintenance and troubleshooting requests
Embraces change, inspires trust, and communicates in all directions and is a continuous learner.
Asks insightful questions to get to the heart of the problem
Can persuade others and enlist support without direct authority over the outcome
Quickly transfers skills and experience to new situations
Regulates own behavior and helps others navigate emotionally charged situations
Recognizes and responds quickly to exceptional work with proclamations of praise appropriate to the individual
Actively finds enjoyment in their role and encourages those around them
Able to celebrate successful milestones that contribute to the larger goal
Helps others to be more effective; coaches or trains others in the group
Takes ownership for downstream results
A ssociate Degree, CCNA, JNCIA and/ or 2-3 years telecommunications/ technology equivalent experience
Collaborative skills and use a team approach to accomplishing work
Ability to organize and prioritize multiple tasks and meet deadlines
Ability to work in a customer service-oriented organization
Working level knowledge of the products and services offered by CenturyLink.
In addition to the above qualifications:
- Associate Degree or equivalent experience in Operations, Technology or related field
Experience in working in a fast-paced environment and dealing with ambiguity
Alternate Location: US-Oklahoma-Tulsa
Requisition # : 217835
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/
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.