Job Details
**Network Event Specialist (Ops Academy) - Broomfield/Denver/Littleton, CO**
**Location:** BROOMFIELD, CO, US, 80021 LITTLETON, CO, US, 80120 **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 Lumens 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****
Lumen is seeking early-career or second-career self-starters who are self-motivated with some technical aptitude and an interest in a Network and Telecomm Customer Support role. You will participate in our Ops Academy which is a robust 6-week training program to jump-start and enable your success in this role. This rigorous program is designed to develop tech-savvy and customer focused individuals in the areas of network operations, IP, and customer care where you will learn about our technology, networks, products, processes, and customer service best practices. The Network Event Management Specialist is an entry level position as part of our North America Operations team.
****The Main Responsibilities****
* Responsible for command and control: Facilitating a technical audio or group chat bridge which includes gathering necessary repair agents into one communications forum to capture live-time triage efforts.
* Translates technical details and documents status of repair activities into customer-facing summaries for live time outages (Network Outages/Events or Scheduled Maintenances/Change Activities) and for post-incident root cause reporting reason for outage reports.
* Ensures customer communication requirements are met at committed intervals to promote a positive customer experience during difficult outage scenarios.
* Perform escalation management to ensure outage restoration is progressing at an expected pace.
* Adheres to all internal processes to ensure the information is captured and that the workflow is executed accurately and within outlined service level objectives.
* Responsible for understanding and impacts associated with a given outage and ensuring trouble tickets are opened and managed from incident start through closure, which includes impact correlation of different technologies or products which are down due to the same outage.
* Responsible for post-incident follow-up with necessary repair teams to ascertain critical information that was not available during the incident. Responsible for communicating conclusive non-proprietary information to clients.
* Responsible for on-time filing regulatory reports for FCC, regional, and local agencies.
****What We Look For in a Candidate****
Associates degree or 3 plus years of related job experience in a customer service role
The applicant may be requested to submit a writing sample
****What to Expect Next****
Requisition #: 250091
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. 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.
**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 $33300 Salary Max $54573
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. Were 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 visiting
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.