CUSTOMER SOLUTIONS ENGINEER I

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

A customer facing position responsible for the complex configuration of Lumen services. The position, through experience and engineering standards, is also responsible to identify and provide guidance on best practices for the customer solution. This is a work from home opportunity.

Essential Job Duties

The Main Responsibilities

• Provides complex conceptual and tactical solutions to customers networking requirements.
• Optimizes existing designs by demonstrating good judgment in selecting methods and techniques for obtaining solutions.
• Provides timely written status updates in the ordering systems and sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impede order progress.
• Manages a work queue of provisioning orders, meets metric performance for all tasks, and completes designs/configurations on-time and with accuracy.
• Reviews, complies to, and provides feedback to method of procedures and other engineering documents and templates.
  

Behavioral & Technical

• Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
• Collaborative skills and use a team approach to accomplishing work.
• Verbal, written and interpersonal communication skills.
• Demonstrate ability to process tasks as assigned for one or more Lumen IP products
• Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
• Process orders according to SLAs, On Time Performance and quality standards
• Manage the assigned queue using time management skills
• Escalate to a higher level as needed
• Able to provision install, change and disconnect orders with a strong focus for quality and customer care.â� �¯
• Other duties as assigned
• Providing escalation support for lower level techs
• Respond to more complex maintenance and troubleshooting requests
  

Qualifications

What We Look For in a Candidate

• Associates Degree or Technical Training or equivalent experience in Operations, Technology or related field
• 2-5 years work experience in Basic Telecommunications / Technological team
  

Preferred Qualifications

• Bachelor's Degree or equivalent experience in Operations, Technology or related field
• Technical Project Management experience
• Experience in working in a fast-paced environment and dealing with ambiguity
  

Requisition #: 311731

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, 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

46350

Salary Max

103080

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 Max

103080

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.