Assigner - WindStream Communications
Annapolis, MD
About the Job
Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.
+ As part of the Kinetic family, you’ll have the opportunity to work with cutting-edge technology, including premium broadband, security solutions, voice, and digital TV services, all delivered through our enhanced fiber network.
+ Join us in revolutionizing how people connect and communicate. Your work will directly contribute to making Kinetic the most helpful internet service provider, ensuring our customers Internet better™ every day.
_________________________________________________________
About the Role:
This position is responsible for providing support to Kinetic field technicians, customer care centers, and facility provisioning groups with new customer installs, assignment of facilities, order modifications or cancellations, service delivery troubleshooting, and proper record keeping of customers service records.
What You'll Do:
+ Handle inbound contacts from Kinetic technicians in a call center environment.
+ Access and update customer facility records.
+ Handle 2 chat session interactions simultaneously.
+ Research, assign and update facilities on customer accounts.
+ Assist technicians with Installation orders, troubleshooting and testing them to ensure they are working correctly to include broadband provisioning.
+ Properly maintain facility records for customer accounts.
+ Equipment provisioning across various vendor platforms and equipment types, including but not limited to Calix and Adtran ONT’s, Actiontec, Sagemcom and Polycom ATA Devices.
+ Program voice services in multiple switch platforms to include fiber voice installations.
+ Assist technicians with order modifications and cancellations.
+ Communicate technical and escalated issues to management.
Do You Have:
+ Ability to work flexible shifts and to adapt to changing work schedules, extended hours or weekends as required.
+ Excellent attendance and punctuality.
+ Good verbal and written communication skills.
+ Strong time management, organizational, and analytical skills.
+ Ability to collaborate well with others.
+ Ability to multi-task, problem solve and provide an excellent customer focused experience.
Even Better
+ Working knowledge of Salesforce, MIROR, MetaSolv, DCRIS, CAMS, Neustar SOA, WINCare, BPMS, and TDM/VoIP switch platforms (DMS100, DMS10/CS1500, GTD5, DCO, EWSD, Metaswitch or Metaview Web), Calix, Adtran
+ Technically minded / strong attention to detail
+ Highly self-motivated/ability to work independently, innovative and works well under pressure.
+ Learns new processes quickly and adapts well to system transformations or process updates.
+ 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.
The starting compensation for this job is $35,000 to $43,300.
Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Pushing-Pulling: Occasionally: 0-33% | Reaching Above Head: Occasionally: 0-33% |Lifting-Lowering >1-15 lbs: Occasionally: 0-33% >15-30 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%
Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% |Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance/Working Environment: Computer, Printer, Telephone, Basic Office Supplies, Copier
_________________________________________________________
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
+ https://windstreambenefits.com
Windstream CIB Statement:
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
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
+ AAPI - Asian American Pacific Islander Resource Group
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.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. _If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements._
Job Details
Job Family Customer Service
Job Function Assignment
Pay Type Hourly
+ As part of the Kinetic family, you’ll have the opportunity to work with cutting-edge technology, including premium broadband, security solutions, voice, and digital TV services, all delivered through our enhanced fiber network.
+ Join us in revolutionizing how people connect and communicate. Your work will directly contribute to making Kinetic the most helpful internet service provider, ensuring our customers Internet better™ every day.
_________________________________________________________
About the Role:
This position is responsible for providing support to Kinetic field technicians, customer care centers, and facility provisioning groups with new customer installs, assignment of facilities, order modifications or cancellations, service delivery troubleshooting, and proper record keeping of customers service records.
What You'll Do:
+ Handle inbound contacts from Kinetic technicians in a call center environment.
+ Access and update customer facility records.
+ Handle 2 chat session interactions simultaneously.
+ Research, assign and update facilities on customer accounts.
+ Assist technicians with Installation orders, troubleshooting and testing them to ensure they are working correctly to include broadband provisioning.
+ Properly maintain facility records for customer accounts.
+ Equipment provisioning across various vendor platforms and equipment types, including but not limited to Calix and Adtran ONT’s, Actiontec, Sagemcom and Polycom ATA Devices.
+ Program voice services in multiple switch platforms to include fiber voice installations.
+ Assist technicians with order modifications and cancellations.
+ Communicate technical and escalated issues to management.
Do You Have:
+ Ability to work flexible shifts and to adapt to changing work schedules, extended hours or weekends as required.
+ Excellent attendance and punctuality.
+ Good verbal and written communication skills.
+ Strong time management, organizational, and analytical skills.
+ Ability to collaborate well with others.
+ Ability to multi-task, problem solve and provide an excellent customer focused experience.
Even Better
+ Working knowledge of Salesforce, MIROR, MetaSolv, DCRIS, CAMS, Neustar SOA, WINCare, BPMS, and TDM/VoIP switch platforms (DMS100, DMS10/CS1500, GTD5, DCO, EWSD, Metaswitch or Metaview Web), Calix, Adtran
+ Technically minded / strong attention to detail
+ Highly self-motivated/ability to work independently, innovative and works well under pressure.
+ Learns new processes quickly and adapts well to system transformations or process updates.
+ 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.
The starting compensation for this job is $35,000 to $43,300.
Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Pushing-Pulling: Occasionally: 0-33% | Reaching Above Head: Occasionally: 0-33% |Lifting-Lowering >1-15 lbs: Occasionally: 0-33% >15-30 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%
Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% |Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%
Equipment Used in Job Performance/Working Environment: Computer, Printer, Telephone, Basic Office Supplies, Copier
_________________________________________________________
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
+ https://windstreambenefits.com
Windstream CIB Statement:
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
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
+ AAPI - Asian American Pacific Islander Resource Group
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.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. _If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements._
Job Details
Job Family Customer Service
Job Function Assignment
Pay Type Hourly
Source : WindStream Communications
