Operations Technician I

at Lumen in Springfield, Illinois, United States

Job Description

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Operations Technician I will be responsible for ensuring effective and efficient communication with the company’s offnet vendors to maximize efficiencies to enhance the customer experience. Candidates must have strong written and verbal skills to effectively communicate with internal/external customers which includes, all levels of Management. A basic understanding of Transmission (DS1/DS3/SONET), TCP/IP Collect and analyze data to provide management with insightful and actionable data points regarding offnet vendor experience is vital to this role. As an Operations Technician I you must be able to prioritize critical escalations and effectively drive resolution with the offnet vendor.

This position will be Mid shift. Hours are between 9:00pm MST- 7:00am MST, Tuesday thru Saturday. Exact hours will be discussed with the selected candidate.

Location

This is a work from home position within the U.S.

The Main Responsibilities

+ Participate in meetings with Carriers and internal stakeholders to help drive vendor/carrier performance.

+ Responds to and drives progress on multiple tickets simultaneously, escalation systematically to achieve results in a timely manner.

+ Builds strong connections with carrier counterparts, partnering to ensure consistent delivery on service management expectations. Builds and develops effective carrier relationships, as well as with internal customers.

+ Serves as the primary interface between Customer Service Management team and Carriers to ensure service restoration time is in line with stated targets. Is an effect advocate for the service management teams across the GNOC, initiates, and systematically executes trouble ticket escalations with offnet providers to achieve service performa