Technical Support Representative

Lumen is seeking upbeat customer service contact center representatives to assist current voice and high-speed internet customers with service-related issues including hardware and software configurations.  All contacts are inbound and are technical support only, NO SALES REQUIREMENTS. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success. This is a full-time, WORK-AT-HOME contact center position.
Next Class Start Dates:

Monday, December 4, 2023

Monday, December 11, 2023

The Main Responsibilities

• Works with customers to identify service-related needs and offers the most appropriate solutions while providing world-class customer service.
• Diagnoses and resolves basic network and modem functionality issues, including landline troubleshooting.
• Walks customers through common phone hardware and software configurations to maximize service functionality.
• Provides solutions and resolution resources for customer repair problems.
• 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 upper-level technical support when needed.

What We Look For in a Candidate

This is a home-based position. You will need to provide internet access. You will need a home environment which is free from distractions which might interrupt calls. To be eligible you must reside in one of the following states:  Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.

• Requires customer contact and the ability to effectively communicate over the phone with both internal and external customers.
• Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment.
• workplace in your home or work location.
• The workplace must have an adequate work surface and be free of background noise and distractions.
• Demonstrated strong interpersonal communication skills when working with both internal and external customers.
• The 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 standard internet software is preferred.
• Preferred but not required: 6 months experience in technical support, help desk, and/or contact centers.

As a Work at Home employee, Lumen will supply you a laptop running Windows 10, second Monitor, Keyboard, Mouse, and USB headset.  You must meet the following physical/logistical requirements for “at home” work in this position:

• Must subscribe to High-Speed Internet Service with a minimum speed of 10 Mbps (No VoIP service is allowed).
• PC must be physically connected to modem/router using Ethernet cable (i.e. computer cannot be run on a wireless connection).
• You are responsible for establishing a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise and distractions.

Compensation & Benefits

Starting rate $17.61/hr.  After 6 months: $18.58/hr. After one year of service: $19.66/hr.

• Comprehensive benefits package
• 401K Savings with company match
• Paid vacation and holidays
• Tuition assistance program
• Fitness reimbursement program
• Wellness Rewards
• Survivor Benefit (6 month’s salary paid to surviving eligible family members)