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Customer Success Support Representative - CO, CA, AZ

Company: Lumen Technologies
Location: Santa Barbara
Posted on: May 31, 2021

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'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

The Customer Success Support role provides back-office, functional support to the Customer Success professionals aligned to high-touch and medium-touch customer segments.

The Main Responsibilities

  • Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently
  • Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ticket research, bill audits, etc.
  • Assists in implementing customer onboarding workflows and process with the focus of returning time to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate's engagement strategies
  • Completes preliminary research, pricing, quoting, amendment generation for moves, adds, and change orders
  • Conducts renewal research, preliminary tasks enabling contract generation and readiness
  • Supports implementation of customer advocacy via feedback-close loop processes
  • Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on-demand videos and tutorials) as well as service/technical issue resolution
  • Escalates issues appropriately and knows when to pull in Sales, CS, and other stakeholders to assist in resolving outstanding matters
  • Implements automation and digital transformation strategies by learning and promoting self-serve customer mentality and activities
  • Document events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved

What We Look For in a Candidate

  • 1+ years of work experience in a customer support role
  • Fundamental understanding of the Customer Success methodology and best practices
  • Strong written and verbal communication skills
  • Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities, case assignments while minimizing tasks falling through the cracks
  • Adept at finding answers on the spot and handling uncertainty
  • Good working knowledge of Windows, SFDC and other web-based platforms
  • Consistently ensures that business is always conducted with empathy and integrity
  • Thougtful and trustworthy

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 249336

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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 :

36450

Salary Max :

81000

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 Min :

36450

Salary Max :

81000

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.

Keywords: Lumen Technologies, Santa Barbara , Customer Success Support Representative - CO, CA, AZ, Other , Santa Barbara, California

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