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Technical Support Representative

    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, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

    The Role


    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-from-home (WFH) contact center position.

    Next Class Start Dates: Monday, February 19, 2024

    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 desktop computer 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.


    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)


    For this class, the starting rate will be $17.61/hr.

    Under the current contract, you will receive an increase after 6 months to: $18.58/hr. After one year of service to: $19.66/hr.

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