Support Desk Associate - Remote Eligible

Support Desk Associate

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Support Desk Associate role provides back-office, functional support to the CS professionals aligned to high-touch and medium-touch customer segments.

Work Location

WFH - any state

The Main Responsibilities

Tier 2 CSS support plus projects

Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently.

Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ckt research, bill audits, etc.

Assists in implementing customer onboarding workflows and process with the focus of returning me to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate's engagement strategies.

Completes preliminary research, pricing, quoting, amendment generations for moves, adds, and change orders.

Conducts renewal research, preliminary tasks enabling contract generation and readiness.

Supports implementation of customer advocacy via feedback-close loop processes

Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution.

Escalates issues appropriately and knows when to pull in Sales, CS and other stakeholders to assist in resolving outstanding matters.

Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities.

Document events and interactions in Salesforce by creating, tracking, and closing cases when issues are resolved.

What We Look For in a Candidate

1+ years of work experience in a customer support role

Fundamental understanding of the Customer Success methodology and best practices

Strong written and verbal communication skills

Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks

Adept at finding answers on the spot and handling uncertainty

Good working knowledge of Windows, SFDC and other web-based platforms

Consistently ensures that business is always conducted with empathy and integrity

Thoughtful and trustworthy

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $40,500 - $53,500 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $42,132 - $56,175 in these states: CO HI MI MN NC NH NV OR RI $44,138 - $58,850 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

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.

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.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.