Tech Support Representative

Centurylink; Des Moines (IA); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading telecommunications company is seeking a Technical Support Representative to assist residential customers with high-speed internet services. The ideal candidate will have strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Responsibilities include diagnosing service issues, guiding customers through solutions, and providing excellent customer support. Flexible hours are required, including evenings and weekends.

Qualifications

• Requires effective communication skills over the phone.
• Must be a self-motivated problem solver in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays is essential.

Responsibilities

• Identify and address service-related needs of customers.
• Diagnose and resolve network and modem issues.
• Provide status updates and ensure service restoration.

Skills

Customer contact

Interpersonal communication skills

Problem solving

Ability to multi-task

Tools

Microsoft Windows

Common internet software

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

Technical Support Representative

CenturyLink is seeking upbeat customer service contact center representatives to assist current high-speed internet customers with service related issues including hardware and software configurations. All inbound contact is with residential customers. Combined with your current computer skills, CenturyLink has an extensive technical support training program for you to achieve success. This is a full-time, contact center position.

Job Responsibilities:

• Works with customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service.
• Diagnoses and resolves basic network and modem functionality issues.
• Walks customers through common hardware and software configurations to maximize service functionality.
• Provides solutions for customer repair problems or formulates trouble reports.
• 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 Tier 2 Technical support when needed.

Qualifications

Qualifications:

• Requires customer contact and the ability to effectively communicate over the phone with residential customers.
• Must be a flexible, independent, self-motivated problem solver who can consistently work and enjoy a fast pace.
• Demonstrated interpersonal communication skills for communicating with customers.
• Ability to work flexible hours including evenings, weekends, holidays and overtime is required.
• Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
• Experience with common internet software is preferred.

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.