Customer Communications Technician - Seattle, WA

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

Provisioning/Test & turn up Circuits from DS0 through Optical
Perform test procedures and analyze test results to isolate and determine type of service problem and to assist in restoration of service. May perform test calls or call traces.  Ensure coordinated tests are completed when required and activate end-to-end service. Coordinate activities with vendors, outside technicians, testers, and translation groups. Utilize remote test vehicles (transport and switching), interpret testing results and error messages to locate fault, and ensure end-to-end service continuity prior to service activation completion. Perform remote activation of network services such as software cross-connects to establish customer service. Connect, disconnect, and rearrange line translations, connecting customer lines with switch and transport equipment.  Interface with customers to keep them informed of status of service, and to confirm proper service has been provisioned or restored.  Communicate and negotiate release for all network rearrangement activities with the customer. Proactively act as customer advocate through direct communications in all aspects of the customer’s communication needs, particularly network reliability and application needs. Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) or FAA circuits. Monitor alarms for PSAP circuits. Remotely maintain CPE for PSAPs: equipment and answering systems. Provide support to field CPE technicians working on PSAP equipment and circuits. 

The Main Responsibilities

• Utilizes and interprets documentation and methods and procedures to solve problems. Utilize process flow to analyze and manage work efforts.
• Manages and coordinates work efforts by interfacing with several work groups, both internal and external. Escalates when necessary to resolve problems or delays.
• Interfaces with internal/external customers to keep them informed of status of service, and to confirm proper service has been restored.
• Performs remote software cross-connects (digital, etc.) to establish customer service. Connects, disconnects, and rearranges line translations, connecting customer lines with central office equipment.
• Perform testing for turn-up of Titan 5500, Dacs IV, Cisco and Fujitsu equipment.
• Utilizes remote test vehicles (transport and switching), interprets testing results, error messages to locate fault and ensures end-to-end service continuity prior to service activation completion.
• Ensures coordinated tests are completed when required and activates end-to-end service. Coordinates activities with vendors outside technicians, testers, and translation groups.
• Performs test procedures and analyzes test results to isolate and determine type of service problem and to assist in restoration of service.
• Issues work requests and initiates dispatch to field and/or Central Office when physical work/installation is required.
   

What We Look For in a Candidate

• Computer literacy, multi-tasking, problem solving, strong verbal communications
• Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS and electronic switching systems.
• Must have minimum of 12 months working with digital cross connects.
• Prefer 12 months experience working with unbundled circuits, hi cap (T1- to OC 192 systems) dark fiber, IPG, ISDN, and DSO circuits.
• Prefer experience with Titan 5500, DACS IV, Cisco and Fujitsu equipment.
• Experience with HDSL including SNR/PA knowledge.
• Must be able to work overtime hours as determined by business need.

What to Expect Next

Requisition #: 324151

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.

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, 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 :

13

Salary Max :

37

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 :

13

Salary Max :

37

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.