ABOUT CENTURYLINK

CenturyLink (NYSE: CTL) 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.

THE ROLE

CenturyLink is seeking early-career or second-career self-starters who are self-motivated with high technical aptitude and an interest in a Network and Telecomm Customer Support role. You will participate in our Ops Academy which is a robust 6-week training program to jump-start and enable your success in this role. This rigorous program is designed to develop tech-savvy individuals in the areas of network operations, IP, and customer care where you will learn about our technology, networks, products, processes, and customer service best practices. Implementation Technician I is an entry level position within the North America Operations organization. This role is responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in CTL systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams - escalating as needed.

THE MAIN RESPONSIBILITIES

ESSENTIAL JOB DUTIES

• Function in an Entry level position to ensure the timely and complete provisioning of telecom service orders using Centurylink systems and processes.
• Process orders according to SLAs, M&Ps / SOPs, On-Time Performance and quality standards
• Manage the assigned queue using time management skills
• Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives.
• Perform other duties as assigned

BEHAVIORAL & TECHNICAL:

• 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.
• Become familiar with one or more CenturyLink voice products' processes, builds and designs
• 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
• Respond to maintenance and troubleshooting requests
• Able to provision install, change and disconnect orders with a strong focus for quality and customer care.

WHAT WE LOOK FOR IN A CANDIDATE

REQUIRED:

• Associates degree or equivalent education and relevant experience.
• 2 - 3 years related experience in specific area or equivalent.

PREFERRED:

• Experience working in a fast-paced environment and dealing with ambiguity
• Project management experience
• Familiarity of CTL Provisioning Systems and Processes

WHAT TO EXPECT NEXT

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

ALTERNATE LOCATION: US-Colorado-Broomfield REQUISITION #: 225492

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/ (please copy and paste link into a new browser)

EEOSTATEMENT

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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