ABOUT LUMEN

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

THE ROLE

Primary point of contact for the Technician Support Center is the handling of incoming calls and chats from Internal work groups. We work in various systems to determine serving terminal and availability of cable, pair, and miscellaneous assignments and programming for Quantum Fiber, POTS, Broadband, GPON, G.Fast, and NIC2.  We utilize various computer systems to assist service order processing.  We resolve discrepancies to ensure orders are processed accurately and utilize ARMOR to process delayed orders.

Resolution of Quantum Fiber Order fallout within Optius and ODiN and interact with other inventory systems such as:  Calix, Adtran, Poll DSLAM, IMPROV and QMate while working directly with field technicians to assist with their installations and repairs.

THE MAIN RESPONSIBILITIES

• Responsible for daily support functions of Service Delivery.   We have various work shifts available Monday through Friday, over the weekends and on holidays.

• Primarily perform work duties sitting at a workstation utilizing a computer and telephone for extended periods of time.

• Handle incoming calls and chats in a professional, efficient manner, focus on one contact resolution.

• Support functions that entail building and maintaining copper and fiber inventory across a cross-section of Lumen's service areas. Maintaining inventory databases for outside plant.

• Read and interpret job prints to build plant and GPON inventory into LFACS, SWITCH, EMS, CMS, Optius, ODiN, and Service Delivery / NCON. We work with copper, fiber and integrated digital loop inventory for simple and complex provisioning.

• Partner with Field Operations, Network Services Engineering and Construction, and other Operations teams to resolve complex or multifaceted service/network issues via collaboration by email or phone.

• Act as subject matter expert on any issues involving facilities and their proper registration within databases.

WHAT WE LOOK FOR IN A CANDIDATE

• Must be able to prioritize multiple projects and perform under strict deadlines.

• Multi-tasking experience in a fast-paced environment, prioritizing and completing work tasks with speed and accuracy in a detailed, metrics-based work environment.

• Working knowledge of computer software systems, utilizing multiple window screens, e-mail and web-based applications.

• Broad knowledge/understanding of how Provisioning and Repair Systems work/flow together from beginning to end.

• Must have strong communications skills such as probing, asking detailed questions to understand and problem solve to reach resolution.

• Ability to provide efficient, quality service to both internal and external customers. Resolve customer escalations with delayed order conditions.

• Experience with problem solving and utilizing analytical skills to review, correct and resolve record discrepancies.

• Candidates should be able to work independently with little supervision, utilizing the numerous training materials, videos and reference documents available.

PREFERRED QUALIFICATIONS

• At least six (6) months experience in the last 4 years working in Lumen systems such as:  LFACS, NCON, SWITCH (database), Service Delivery, LMOS, TAG, WEBSOP/various SOPs, EMS, CMS, WFA/DO, Workflow Director and WFMT / WMS (Work Flow Management Tool). 

• Quantum Fiber Systems include:  OPTIUS, ODiN, CALIX, ADTRAN MOSIAC and MOSIAC-XGS, CALIX SMX, Poll DSLAM, IMPROV, Q-MATE, QRAD, QFSF.

WHAT TO EXPECT NEXT

Requisition #: 326685

When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO STATEMENT

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.

Salary Range

SALARY MIN: 13

SALARY MAX: 36

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional informationhere. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Lumen is a global company of approximately 38,000 professionals dedicated to unleashing the world's digital potential. Lumen frees businesses from the legacy communication experiences holding them back today by making IT environments more user-friendly and intuitive. Our experience-first approach to networking, edge cloud and cybersecurity connects people, data and apps―quickly, securely and effortlessly. We ignite business growth and accelerate innovation for 8 of the 10 most valuable brands in the world.