[Hiring] Operations Technical Support I @Lumen Technologies

Role Description

The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer-focused, team-oriented support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties.

This opportunity is a work from home position, being a member of a Virtual IT Service Desk for one or more customers. We have various schedules throughout the week, including:

• 4 days x 10 hours
• 5 days x 8 hours

Available schedules may change based on business needs.

Working Hours: This position is part of a 24/7 support organization and requires working on a rotating shift schedule, including nights, weekends, and public holidays.

Location: Remote (within Poland)

Benefits

• Annual bonus
• Private healthcare (Medicover)
• Multisport card/Multicafeteria
• Lunch Pass card
• Voluntary life insurance
• PPK (voluntary)
• English and Polish language classes
• Working Abroad Policy
• CSBF (voluntary)

Main Responsibilities

• Interact with customers via multiple communications methods, per established customer service and quality guidelines
• Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements
• Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems
• Demonstrate the ability to appropriately escalate issues
• Ensure ticket documentation is accurate and thorough
• Maintain ownership of workload
• Identify recurring incidents and trends and escalate appropriately
• Take applicable/assigned training courses
• Ensure the knowledgebase is kept up to date
• Adhere to documented personnel and department guidelines and policies
• Contribute toward/lead continuous improvement efforts/initiatives; may lead projects
• Perform other related duties as assigned

Qualifications

• Excellent Customer Service & Attitude
• Excellent listening/understanding, verbal, and written communications
• Team Player/Mentor
• Excellent contact control, analytical and problem-solving skills
• Proactive and Accountable
• Possess a sense of urgency and maintain stress awareness/management
• Ability to multi-task while being attentive to the customer
• Adaptability, Flexibility, Innovative/Creative Solutions
• Desire to learn, and maintain/enhance knowledge
• Readily accept feedback, mentoring, and coaching
• Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools
• Understanding/experience in networking, web, email, mobile, security, and managed services technologies
• 1 - 2 years IT customer service experience or other pertinent related experience