Technical Support Representative - Works From Home

The Role

START A NEW CAREER WITH LUMEN WHILE WORKING FROM HOME!

Lumen is seeking upbeat customer service contact center representatives to assist current voice and high-speed internet small business customers with service-related issues including hardware and software configurations. All contacts are inbound and are technical support only, NO SALES REQUIREMENTS. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success. This is a full-time, WORK-AT-HOME contact center position.

Next Class Start Date: Monday, June 19th.

You'll start at $17.61 per hour. After 6 months you will receive $18.58 per hour, and then $19.66 per hour after your first full year of service.

Working at Lumen you'll receive:

• Fitness reimbursement (up to $300 per year)
• Survivor Benefit (6 months salary paid to surviving eligible family members)
• Paid vacation and holidays
• $1,000 Bonus for eligible employee referrals
• 401K Savings with company match
• Fully funded tuition assistance program (up to $5,200 per year available)!
• Comprehensive benefits package
• Wellness Rewards (up to $600 self or $1200 per couple)

The Main Responsibilities

• Diagnoses and resolves basic network and modem functionality issues, including landline troubleshooting.
• Works with customers to identify service-related needs and offers the most appropriate solutions while providing world-class customer service.
• Provides solutions and resolution resources for customer repair problems.
• Walks customers through common phone hardware and software configurations to maximize service functionality.
• Schedules a technician dispatch for on-site service calls when necessary.
• Interfaces with customers over the phone providing status updates and ensuring service has been restored.
• Escalates appropriate technical issues to upper-level technical support when needed.

What We Look For in a Candidate

This is a home-based position. You will need to provide internet access. You will need a home environment which is free from distractions which might interrupt calls. To be eligible you must reside in one of the following states: Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.

• Ability to work flexible hours including evenings, weekends, holidays, and overtime is required.
• Experience with common internet software is preferred.
• Demonstrated strong interpersonal communication skills when working with both internal and external customers.
• Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment.
• Preferred but not required: 6 months experience in technical support, help desk, and/or contact centers.
• Requires customer contact and the ability to effectively communicate over the phone with both internal and external customers.
• Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.

SYSTEM REQUIREMENTS:

As a Work at Home employee, Lumen will supply you a laptop running Windows 10, second Monitor, Key board, Mouse, and USB headset. You must meet the following physical/logistical requirements for "at home" work in this position:

• You are responsible for establishing a dedicated workplace in your home or work location.
• PC must be physically connected to modem/router using Ethernet cable (i.e. computer cannot be run on a wireless connection).
• Must subscribe to High Speed Internet Service with minimum speed of 10 mbps (No VoIP service is allowed).
• The workplace must have adequate work surface and be free of background noise and distractions.

During assigned work hours you must make arrangements for childcare and ensure that pets or others cannot be heard by customers.

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