IMPLEMENTATION TECHNICIAN II
Posted on: January 16, 2020
CenturyLink (NYSE: CTL) is the second largest U.S. communications
provider to global enterprise customers. With customers in more
than 60 countries and an intense focus on the customer experience,
CenturyLink strives to be the world's best networking company by
solving customers' increased demand for reliable and secure
connections. The company also serves as its customers' trusted
partner, helping them manage increased network and IT complexity
and providing managed network and cyber security solutions that
help protect their business.
Responsible for supporting the delivery of requests for telecom
services. Ensure requests are processed in a timely manner to meet
SLA and customer expectations. Document all order activity and
ensure data integrity in CTL systems. Responsible for accurate and
timely communication of order milestones to internal and externally
facing teams - escalating as needed.
Essential Job Duties
--- Demonstrate ability to efficiently and accurately process and
manage Access Service Requests for one or more CenturyLink product
or access provider
--- Process orders according to SLAs, M&Ps / SOPs, On-Time
Performance and quality standards
--- Manage the assigned queue using time management skills
--- Manage the assigned queue (could be an ACD call queue where
assigned) to maintain service level objectives.
--- Provide technical support for team members
--- Perform other duties as assigned
Behavioral & Technical:
---Develop and maintain close working relationships with key
stakeholders to understand evolving issues and requirements,
understand upstream and downstream implications and dependencies,
ensuring key solutions are executed and properly coordinated.
---Collaborative skills and use a team approach to accomplishing
---Verbal, written and interpersonal communication skills.
---Demonstrate ability to process tasks as assigned for one or more
CenturyLink voice product
---Use training, M&Ps and peer knowledge to demonstrate ability
to process tasks as assigned for incoming work
---Process orders according to SLAs, On Time Performance and
---Manage the assigned queue using time management skills
---Escalate to a higher level as needed
---Able to provision install, change and disconnect orders with a
strong focus for quality and customer care.
---Providing escalation support for lower level techs
---Respond to more complex maintenance and troubleshooting
---Assoc degree or equivalent education and relevant
---5-7 years related experience in specific area or equivalent.
--- May require technical certification.
--- Associate Degree or equivalent experience in Operations,
Technology or related field
--- Experience working in a fast-paced environment and dealing with
--- Project management experience
--- Familiarity of CTL Provisioning Systems and Processes
Alternate Location: US-Colorado-Littleton; US-Missouri-Town And
Country; US-Oklahoma-Tulsa; US-Pennsylvania-Coudersport
Requisition #: 218980
This job may require successful completion of an online assessment.
A brief description of the assessments can be viewed on our website
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.
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.
Keywords: CenturyLink, Tulsa , IMPLEMENTATION TECHNICIAN II, Professions , Tulsa, Oklahoma
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