Technical Support Engineer

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