Technical Support Engineer

Job Description

Role & responsibilities The Technical Support Agent role is responsible for providing upbeat customer service as a contact center representative to assist current voice and high-speed internet customers. Troubleshoots service-related issues including hardware and software configurations. All contacts are inbound and are technical support only. Works with customers to identify service-related needs and offers the most appropriate solutions while providing world-class customer service. Diagnoses and resolves basic network and modem functionality issues, including landline troubleshooting. Walks customers through common phone hardware and software configurations to maximize service functionality. Provides solutions and resolution resources for customer repair problems. Interfaces with customers over the phone providing status updates and ensuring service has been restored. Schedules a technician dispatch for on-site service calls when necessary. Escalates appropriate technical issues to upper-level technical support when needed Desired Skills Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting. Requires customer contact and the ability to effectively communicate over the phone with both internal and external customers. Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment. Demonstrated strong interpersonal communication skills when working with both internal and external customers. Ability to work flexible hours including evenings, weekends, holidays, and overtime is required. Experience with common internet software is preferred. 12 18 months experience in technical support, help desk, and/or contact centers. Energy & passion to achieve service results while demonstrating the Spirit of Service for Lumen customers and co-workers An ability to probe, problem solve and offer the right product solutions to our customers. Strong typing and computer navigation skills with knowledge of Windows. Proficient in working with several computer applications and databases, managing through multiple systems programs and screens simultaneously. Experience in complaint handling and resolution. Exemplary oral and written communication skills in English. Strong communication and comprehension skills speaks clearly, strong vocabulary skills, pleasant delivery, pleasant tone & temperament. Preferred candidate profile