Operations Technician I (Ops Academy) - Tulsa, OK

Company: Lumen
Location: Tulsa
Posted on: April 10, 2021

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*
Lumen is hiring talented tech-savvy professionals interested in the Ops Academy as an Operations Technician. We are seeking early-career or second-career self-starters who are self-motivated with high technical aptitude and an interest in a customer-focused technical support role. You will participate in a robust training program to jump-start and enable your success in this role. This rigorous program is designed to develop tech-savvy individuals in the areas of network operations, IP, and customer care where you will learn about our technology, networks, products, processes, and customer service best practices.
This customer facing position is responsible for the creation of repair tickets and providing initial triage of customer reported service issues. The purpose of this position is to interact directly with customers and customer vendors (via phone, email, and ticket logs), as well as with other internal Lumen teams. This position has direct impact on defining the initial customer experience, including timeliness of initial ticket creation, effective communication with the customer, and ticket resolution.

* The Main Responsibilities*
* Perform initial triage and troubleshooting as required
* Status customers on the progress of service restoral, and close tickets upon Customer confirmation
* Respond to customer requests in a helpful, professional manner
* Communicate politely and professionally
* Communicate customer requests for escalation to appropriate work groups/individuals, and follow up on those escalations
* Escalate roadblocks to obtain a positive response
* Answer any incoming calls within 30 seconds
* Adherence to shift schedules
* Maintain compliance to Century Link processes and procedures, and Unifying Principles
* What We Look For in a Candidate*
* Customer Focused
* Self-Driven
* Excellent Communication Skills
* Thrive in fast-paced environment
* High School diploma or equivalent required
* Associates degree or equivalent preferred
* What to Expect Next*
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
jr entry level operations customer service network technician jr entry level operations customer service network technician jr entry level operations customer service network technician jr entry level operations customer service network technician jr entry level operations customer service network technician tulsa ok tulsa ok tulsa ok tulsa ok tulsa ok

Requisition #: 245471
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
* EEO Statement*
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, gender identity, 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.
* Disclaimer*
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

* Salary Range*
Salary Min $36090 Salary Max $80280
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by visiting https://lumenbenefits.com.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Range *Salary Min : *36090

* Salary Max : *80280

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information[ here.](https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking [ here.](https://centurylinkbenefits.com)
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range *Salary Min : *36090

* Salary Max : *80280

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Keywords: Lumen, Tulsa , Operations Technician I (Ops Academy) - Tulsa, OK, Engineering , Tulsa, Oklahoma