Technical Support Representative

Lumen is seeking upbeat, 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, there are no sales requirements. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success.

Location and Schedule

Location 

• This is a full-time, work-from-home (WFH) contact center position.
• This position is part of our Union with geographic requirements.  To be eligible, you must reside in one of the following states, and within those States, be within an RCA (Reasonable Commute Area) as outlined in the contract.
• This includes: Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.

Schedule 

• The training hours are Monday-Friday from 7am-4pm MST
• Next Class Start Date: Monday, June 9, 2025

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

Required

• 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.
• 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.
• As a work-from-home employee, Lumen will supply you with a desktop computer running Windows 10, a second monitor, a keyboard, a mouse, a USB headset, and a webcam.  You must meet the following physical/logistical requirements for “at-home” work in this position:
  • High-Speed Internet Service (with minimum speed of 10 mbps) and unlimited internet access is required. It is also important that you have a stable, reliable and uninterrupted internet service for the position.
  • Computer must be physically connected to modem/router using Ethernet cable (i.e. computer cannot be run on a wireless connection).
  • Establish a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise / distractions that may interrupt calls.

Preferred

• Experience with standard internet software
• 6 months experience in technical support, help desk, and/or contact centers.

Compensation

For this class, the starting rate will be $18.31/hr.

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

Equal Employment Opportunities

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, gender expression, 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.

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