Job Description

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\xe2\x80\x99s 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

Do you have experience in Network Operations or Telecommunications? Lumen wants to talk to you!
As a Customer Communications Technician you will play a central role in the response, maintenance, and security of Lumen\'s emergency response network. You will act as the first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911).

• Monitor alarms for PSAP circuits.
• Monitor, survey, and analyze 911 and ALI alarms.
• Perform remote testing, isolation and restoration of multiple switch types as well as CPE using various software applications.
• May perform test calls or call traces.

You will manage and coordinate work efforts by interfacing with several work groups, both internal and external, escalating as necessary. Interface with Law Enforcement as part of the Security Response Center providing assistance in Life-Threat situations.
Pay range is 21.51 - 39.54 per hour. With automatic pay increases you will be at the top of the range in 3 years or less. Only your application is required with qualified candidates receiving a phone or in-person interview. No on-line tests, on-line interviews, or on-line assessments are part of our hiring process on this position.

The Main Responsibilities

• Open 24 hours, 7 days a week, 365 days a year
• You must reside within a commutable distance from the Minneapolis/St. Paul Metro.
• This is a Hybrid/Work From Home position.
• Requires only 2 \xe2\x80\x93 3 days per month on site after training is complete and meeting performance targets.
• The Main Responsibilities
• Required to work autonomously with little or no supervision.
• Required to work in a team environment and participate in quality and process improvement teams.
• Required to make informed decisions with or without direct input from management and Tier II support where appropriate.
• Employees will interface with internal customers.
• The physical work environment will be made up of a workstation and telephone.
• May perform the same job tasks many times a day.
• May use telephone or headset for long periods of time.
• Requires high degree of speed and accuracy.

What We Look For in a Candidate

General Qualifications:

• General Telecom knowledge
• Electrical or Networking experience
• Good trouble analysis skills
• Ability to read complex methods and procedures
• Customer communication skills
• Good PC knowledge

Preferred Qualifications:

• Expert level (2+ years) experience with Network Testing and Troubleshooting
• Desirable candidate will have expert-level experience with each of the following systems: Remedy, Oracle, OTTO, RTAU, TTI
• Previous testing, analyzing, and repair experience with Analog and Digital circuits.
• Previous 911 repair experience.
• Experience with various vendors\' equipment \xe2\x80\x93 Cisco, Nortel, Viper, Vesta, Ericson, Lucent, Microsoft Products, etc.

Requisition #: 331214 When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what\xe2\x80\x99s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. 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.