Network Support Specialist I

Lumos is looking for a full-time Network Support Specialist I! The Network Support Specialist is responsible for screening, troubleshooting, and resolving Support Tickets for Voice, Data, Security, and Video services as well as providing "First Call Trouble Resolution" on technical issues by working directly with Lumos customers. The team manages and supports customer escalations and provides timely updates to customers with an active ticket. Network Support Specialists possess an aptitude for troubleshooting and resolution for services such as IPTV, POTS, Security and DSL along with comprehensively supporting all fiber to the premise and broadband applications.

The Specialist will support customers by generating, analyzing, and communicating information from statistics and graphs associated with service performance. Network Support Specialists also assist the Service Operations and Network Operations teams to include updating configurations and facility assignments. Network Support Specialists are responsible for referring trouble tickets to our 3rd party providers when applicable. They must be able to communicate with other professionals about advanced networking processes, terminology, and applications.

**This position is remote with in-person training required at our High Point, NC location**

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That is why we're building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things - the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow cannot be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That is why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there is no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We're passionate about our customers' experience. Their futures don't stand still, and neither do ours. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives.

Essential Functions

• Troubleshoots and resolves product issues addressing hardware, software, video, broadband and telephone-related issues on Residential and Small Business Accounts.
• Adaptive learner who retains and recalls product information while handling multiple priorities in a fast-paced environment.
• Enhances company reputation by actively practicing the Articles or Excellence
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues.
• Maintains accurate and timely sales database documentation throughout all phases of the service and sales process.
• Gathers data and monitors customer impact as needed for outages and maintenance on network to keep management apprised.
• Manages Business Product and Residential Product support and customer service interactions as business needs dictate.
• Works scheduled shifts that includes nights, weekends, and holidays as business needs dictate.
• Delivers priority of first call resolution on all User interactions.
• Adherence to regular and predictable attendance and punctuality.

Knowledge, Skills, and Abilities Required

• Strong analytical, problem solving, and troubleshooting skills as well as and an aptitude for reading and understanding procedural manuals. Aptitude to learn in a fast paced and highly technical environment.

Other Experience & Requirements

• 0-3 years' relative experience.
• Demonstrated proficiency using computer, email applications, and Microsoft Office.

Benefits & Perks

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life's challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

• High Point, NC, USA
• Virtual