Operations Technical Support I (HOME, PL)

About the Role

In this position, you will be working closely with other support teams, both internal and external, to resolve problems and improve the overall support process. Your ability to communicate effectively, both verbally and in writing, will be crucial in managing customer expectations and ensuring that all issues are properly documented and addressed. The role offers a flexible schedule, with options including 4 days x 10 hours or 5 days x 8 hours, although these may vary based on business needs.

CenturyLink is committed to fostering a culture of teamwork, trust, and transparency, which is reflected in its approach to customer service and employee development. As a remote worker, you will be part of a distributed team that values flexibility, support, and the opportunity for individuals to make a meaningful impact.

What You Will Do

• Interact with customers through multiple communication channels to provide support and resolve incidents.
• Utilize all available resources, including training materials, knowledge bases, and escalation procedures, to find solutions to customer issues.
• Maintain and enhance relationships with other support organizations to facilitate problem resolution.
• Demonstrate the ability to escalate issues appropriately, ensuring that complex problems are handled by the correct teams.
• Ensure that all ticket documentation is accurate and comprehensive, reflecting the nature of the issue and the resolution provided.
• Identify recurring incidents and trends, escalating them as necessary to prevent future occurrences.
• Participate in training courses to maintain and improve your skills and knowledge.
• Contribute to the updating of the knowledge base to reflect new solutions and best practices.
• Adhere to all documented guidelines, policies, and procedures.
• Engage in continuous improvement efforts, potentially leading projects to enhance support processes.

What We Are Looking For

• Excellent customer service skills, with a strong focus on achieving high levels of customer satisfaction.
• Proven ability to listen, understand, and communicate effectively, both verbally and in writing.
• A team-oriented mindset, with the ability to mentor and support colleagues.
• Excellent analytical and problem-solving skills, with the capacity to control and manage multiple contacts simultaneously.
• A proactive and accountable approach to work, with a sense of urgency and the ability to manage stress.
• Flexibility and adaptability, with a willingness to learn and embrace new technologies and processes.
• Knowledge of Microsoft Office suite, ticketing tools, and troubleshooting methodologies.
• Understanding of networking, web, email, mobile, security, and managed services technologies.
• 1-2 years of IT customer service experience or related experience.

Nice to Have

• Experience with Adjust and Excel, or similar tools, for data analysis and presentation.
• Certification in IT service management, such as ITIL.
• Knowledge of AI-driven technologies and their application in digital networking.
• Experience working in a remote team environment, with the ability to self-manage and work independently.

Benefits and Perks

• Competitive salary package, reflecting your experience and qualifications.
• Opportunities for professional growth and development within a leading digital networking company.
• Flexible working hours, with the option to work from home.
• Access to comprehensive training programs to enhance your skills and knowledge.
• Participation in a culture that values teamwork, trust, and transparency.
• Exposure to the latest technologies and innovations in the field of digital networking.
• A remote stipend to support your home workspace needs.
• Health and wellness programs to promote work-life balance.

• Highlight your problem-solving skills: Be prepared to give specific examples of how you've resolved complex technical issues in the past, showcasing your analytical and troubleshooting abilities.
• Emphasize your customer service experience: Even if your background isn't strictly in IT, highlight any customer-facing experience you have, demonstrating how you've handled difficult situations and ensured customer satisfaction.
• Familiarize yourself with CenturyLink's technology stack: Understanding the company's products and services will help you stand out as a candidate and show your willingness to learn and adapt.
• Prepare to talk about your experience with remote work tools: Given the remote nature of the role, be ready to discuss your proficiency with collaboration and communication tools, as well as your ability to work independently.
• Showcase your continuous learning mindset: The ability to learn and grow is crucial in a rapidly evolving field like IT. Prepare examples of how you've pursued learning opportunities and applied new skills in your previous roles.
• Be ready to ask informed questions: During the interview, ask questions about the company culture, the team you'll be working with, and opportunities for growth. This demonstrates your interest in the role and the company.
• Understand the escalation procedures: Be prepared to discuss how you would handle complex issues that require escalation, including how you identify when an issue needs to be escalated and to whom.