Customer Service Technical Support Rep

Centurylink; Des Moines (IA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Outstanding benefits

Extensive training program

Job summary

A leading communications services provider is looking for a Customer Service Technician in Des Moines, IA. This full-time role focuses on assisting customers in resolving internet service issues through effective communication and technical support. Ideal candidates should possess strong customer service skills and some computer knowledge. The company offers a comprehensive training program and excellent benefits. Availability to change hours per business needs is required.

Qualifications

• Effective communication over the phone with customers to assess needs.
• Proven ability to work with internal and external customers.
• Demonstrated interpersonal communication skills to convey products and services.

Responsibilities

• Consult with customers to establish needs and offer appropriate solutions.
• Respond to customer calls and evaluate reported trouble.
• Provide technical support to diagnose and resolve issues.

Skills

Customer Service skills

Basic computer knowledge

Interpersonal communication skills

Ability to multi-task

Strong written and verbal communications

Job description

CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

Job Description

Do you have outstanding Customer Service skills and enjoy helping people? Then CenturyLink wants to talk to you.

Century Link is an industry-leading provider of communications, high speed internet and entertainment services from coast to coast. They have immediate openings for Customer Service Technicians based at their call center office Des Moines, IA.

People skills and basic computer knowledge are required. Customer Service, Help Desk, or Tier 1 support experience is a plus.

This position will assist customers on resolving issues regarding their internet service. This is customer service help desk position not a selling position. Combined with your current computer skills, CenturyLink has an extensive training program for you to achieve success. This is a full-time, staff position (not contract) with outstanding benefits. Hours will change depending on the needs of the business.

Responsibilities

• Consults with customers to establish needs and offer the most appropriate solutions providing the most gracious and highly professional service with patience, empathy, and the finest care.
• Respond to customer calls, electronic communications, and/or other telephone line reports related to CenturyLink products and services. Obtain pertinent information through fact finding and consultation and evaluate and assess customers-reported trouble.
• Provide technical support to diagnose and resolve technical hardware and software issues. Formulate trouble reports/tickets and/or provide solutions for customer repair problems. Interface directly with customers on providing status and ensuring service has been restored.
• Coordinate with various departments to restore or repair customer service. May dispatch, escalate, or refer requests to others for service issues (such as chronic customer issues).

Qualifications

Basic Qualifications

• Position requires customer contact and the ability to effectively communicate over the phone with customers to assess and evaluate customer needs in an efficient and successful manner.
• Proven ability to work with internal and external customers.
• Demonstrated interpersonal communication skills for communicating CenturyLinks' products and services to customers.
• Ability to multi-task in a Microsoft Windows environment
• Strong written and verbal communications skills.

Preferred (but not required) Qualifications

• Minimum of 6 months experience in tech support and customer service call center
• Background in internet applications, cellular, and /or satellite technology.

Additional Information

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.