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Job Information

CenturyLink CUST SOLUTION DESIGNER - IP & SECURITY in BROOMFIELD, Colorado

About CenturyLink

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.

Job Summary

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.

Job Description

Job Responsibilities:

  • 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

Competencies

Competencies:

  • 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

Qualifications

Qualifications:

  • 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.

Preferred Qualifications:

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/

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.

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