ASSIGNER PROGRAMMING SPECIALIST III

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, Facebook:/lumentechnologies, and YouTube:/lumentechnologies.

This position involves working in a call center environment handling calls from internal and external customers and technicians. Provides accurate information and completes service orders by accessing various support systems and devices. Also assigns and changes outside plant and central office facilities for residential and business services, including single and multiline systems, CLEC, DATA and POTS. Processes service orders utilizing and maintaining data integrity in applicable Lumen systems. Supports provisioning high speed Internet and digital switch services. Supports multiple service groups by identify plant facilities supporting changes or inquiries related to service orders and trouble tickets.

Systems include: MARTENS, Ensemble, MEAT, NDS, and various Digital Switches (DMS10/100, GTD5, Alcatel, Lucent, 5ESS, etc.)

Devices used for programming include Calix, Adtran, Alcatel, Entriview, Panorama, and several Tellabs devices

• Responsible for fielding inbound calls from potential and existing customers.
• Keeps records of customer interactions, recording details of inquiries, complaints, and comments as well as actions taken while maintaining data integrity.
• Assigns all outside plant and central office facilities for residential service, single and multiline systems, CLEC, DATA, POTS, etc.
• Ability to complete facility assignment using MARTENS data base, including rearrangements, pushing pairs, un-dedicating DSL and central office equipment.
• Verifies and completes service orders utilizing Ensemble by service level agreements, resulting in quality service provided in a timely manner.
• Performs loop make up for CLEC, Bonded DATA service orders.
• Responds to the needs of the department by collecting information, analyzing and problem solving as needed.
• Ability to support C2C for address validation.
• Notifies inside plant of switch irregularities.
• Manually programs devices not auto-programmable and clears errors on auto programmed devices.
• Manually maps ATM Switches and clears errors on the auto programmed devices.
• Handles customer trouble tickets by checking and clearing trouble or referring the tickets the field or central office.
• Successfully program all voice switches, voice mail servers, DSL devices, FTTP devices and ATM devices.
• Successfully monitors and completes service orders in the Programming queues in Ensemble
• Successfully monitors and completes work tickets in Martens.
• Meets daily deadlines on all service order activity and trouble ticket isolation.
• Perform other related duties and responsibilities, as required by the Supervisor.

• High school diploma or GED.
• Vocational training in a related field, ie, computerized record management.
• Ability to multi-task while taking calls.
• Typing, computer operation, data input.
• Must be willing to work flexible schedule that may include evenings, weekends and holidays.
• Ability to work overtime as needed.

Preferred Qualifications:

• Inside/outside plant knowledge and assignment experience is preferred.
• Ensemble and MARTENS service order experience is preferred.
• Knowledge of voice switches, DSL, ATM and other data devices is preferred.

Requisition #: 229033

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.