ASSIGNER PROGRAMMING SPECIALIST III

About Lumen
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 news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

This position involves working in a call center environment handling calls from internal and external customers and technicians.  Provides accurate information and completes service orders by accessing various support systems and devices.  Also assigns and changes outside plant and central office facilities for residential and business services, including single and multiline systems, CLEC, DATA and POTS. Processes service orders utilizing and maintaining data integrity in applicable Lumen systems. Supports provisioning high speed internet and digital switch services. Supports multiple service groups by identify plant facilities supporting changes or inquiries related to service orders and trouble tickets.

Systems include: MARTENS, Ensemble, MEAT, NDS, and various Digital Switches (DMS10/100, GTD5, Alcatel, Lucent,  5ESS, etc.)

Devices used for programming include Calix, Adtran, Alcatel, Entriview, Panorama, and several Tellabs devices

The Main Responsibilities

• Responsible for fielding inbound calls from potential and existing customers.
• Keeps records of customer interactions, recording details of inquiries, complaints, and comments as well as actions taken while maintaining data integrity.
• Assigns all outside plant and central office facilities for residential service, single and multiline systems, CLEC, DATA, POTS, etc.
• Ability to complete facility assignment using MARTENS data base, including rearrangements, pushing pairs, un-dedicating DSL and central office equipment.
• Verifies and completes service orders utilizing Ensemble by service level agreements, resulting in quality service provided in a timely manner.
• Performs loop make up for CLEC, Bonded DATA service orders.
• Responds to the needs of the department by collecting information, analyzing and problem solving as needed.
• Ability to support C2C for address validation.
• Notifies inside plant of switch irregularities.
• Manually programs devices not auto-programmable and clears errors on auto programmed devices. 
• Manually maps ATM switches and clears errors on the auto programmed devices.
• Handles customer trouble tickets by checking and clearing trouble or referring the tickets the field or central office.
• Successfully program all voice switches, voice mail servers, DSL devices, FTTP devices and ATM devices. 
• Successfully monitors and completes service orders in the Programming queues in Ensemble
• Successfully monitors and completes work tickets in Martens.
• Meets daily deadlines on all service order activity and trouble ticket isolation.
• Perform other related duties and responsibilities, as required by the Supervisor.

What We Look For in a Candidate

• High school diploma or GED.
• Vocational training in a related field, i.e., computerized record management.
• Ability to multi-task while taking calls.
• Typing, computer operation, data input. 
• Must be willing to work flexible schedule that may include evenings, weekends and holidays.
• Ability to work overtime as needed.

Preferred Qualifications:

• Inside/outside plant knowledge and assignment experience is preferred.
• Ensemble and MARTENS service order experience is preferred.
• Knowledge of voice switches, DSL, ATM and other data devices is preferred.

What to Expect Next

Requisition #: 324244

EEO Statement
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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.
 

Salary Range

Salary Min :

42120

Salary Max :

93840

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.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

42120

Salary Max :

93840

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.