Specialist II

General Summary:

The Specialist II CPE Technician position exists within Windstream's Service Delivery organization and is primarily focused on supporting new network service installation as well as the ongoing support of established customers in the repair cycles. In this role, the Technician is responsible for providing a high level of internal customer service and real-time support. This position acts as an internal escalation point for internal customer needs as well as providing technical documentation and training as required. This position will also perform quality assurance analysis and participates in special projects as required. In managing the aforementioned processes, the Technician is also responsible to first maintain a high level of professionalism in any outbound communication and ensure necessary records and order updates are maintained in the Windstream back-office systems.

Essential Job Functions:

• Candidate must have strong communication skills and be able to articulate himself or herself well in writing and orally.

• Understand different cabling types and pin outs to determine cables needed (Cross over versus straight through, Coax versus CAT5/CAT6, Ethernet pin outs versus T1, etc )

• Knowledge of shipping and logistical procedures.

• Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues.
• Work schedule flexibility, weekend and off hours support as required.
• Ability to lift and move packages up 50lbs throughout the day.
• Must be back up to Manager when needs arise
• Must be able to handle escalations and join conference calls when required.
• Must be able to identify inventory levels and engage Warehouse Workers and Management.
• Must be able to configure any type of equipment that we offer to our customers
• Candidate should be able to coach employees on issues or errors that occur on equipment and train on all new devices.

Knowledge, Skill, and Ability:

• Ability to work successfully in a fast-paced and demanding customer environment.

• Candidate should maintain exceptionally strong written and verbal communication skills.

• Understanding of T1 and DSL loop technology, relative makeup, common applications, circuit composition, installation/repair process, and fault isolation procedures a plus

• Proficiency with all primary Microsoft Office and related software applications.

Personal Attributes:

• Willingness to assume ownership and responsibility and seeing problems through to the end and keeping all necessary parties informed throughout the process.

• Be a quick learner and possess a strong sense of self-motivation

• Proven ability to work in a fast paced, time critical environment.

Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
• Identity Theft, Legal, Auto & Home and Pet Insurance

Windstream DEI&B Statement:

Connecting people in a world of infinite possibilities. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. The diverse voices of our employees fuel our innovation and the inclusive, equitable culture we are building fosters belonging and empowers each one of us to create amazing customer experiences.

Our Employee Resource Groups:

• WinVets - Veteran Employee Resource Group

• WOW - Women Employee Resource Group

• WINPRIDE - LGBTQ Employee Resource Group

• WBPN - Black Professional Resource Group

• WARG - Ability Resource Group

• LaFamilia -Hispanic Resource Group

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Minimum Requirements:High School diploma or equivalent and 4 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

Job Category: Service Delivery
Primary Location: US-Georgia-Sugar Hill
Other Locations: US-Indiana-Evansville

EEO Statement:
Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.