Operations Technical Support Specialist

1 dzień temu


Poznań, Greater Poland Lumen Pełny etat

The Role

We are seeking a skilled Operations Technical Support Specialist to join our team at Lumen. As the face of our Service Desk, you will be the primary point of contact for our clients, providing exceptional support and resolving issues in a timely manner.

Main Responsibilities

  • Provide top-notch customer service via multiple communication channels, adhering to established customer service and quality guidelines.
  • Troubleshoot and resolve issues on first contact, or escalate to Tier 2 & 3 support if necessary.
  • Collect information, troubleshoot, and provide timely updates to relevant parties, ensuring all issues are chased throughout the incident life cycle.
  • Keep ownership of tickets until resolution and follow established procedures and processes.
  • Champion service improvements and utilize available resources to resolve customer incidents per established guidelines.
  • Ensure accurate and thorough ticket documentation.
  • Identify recurring incidents and trends, escalating them appropriately.

What We Look For in a Candidate

  • Excellent verbal, written, and analytical skills in English.
  • A desire to WOW the customer.
  • Knowledge or understanding of IT infrastructure.


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