Operations Technical Support I

Lumen
Poland
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Communication","Customer service","Problem-solving","Analytical skills","Stress management"]

Provide Tier 1 IT service desk support for customer incidents (break/fix, requests, and “how to”) in a customer-focused virtual support environment. Triage, resolve, or escalate issues using training, knowledgebase, and escalation resources while maintaining accurate ticket documentation and ownership. Work rotating 24/7 shifts (nights/weekends/holidays) and help identify trends and keep the knowledgebase up to date.

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FursaFursa
Lumen
Lumen
1 day ago

Operations Technical Support I

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide Tier 1 IT service desk support for customer incidents (break/fix, requests, and “how to”) in a customer-focused virtual support environment. Triage, resolve, or escalate issues using training, knowledgebase, and escalation resources while maintaining accurate ticket documentation and ownership. Work rotating 24/7 shifts (nights/weekends/holidays) and help identify trends and keep the knowledgebase up to date.
Location: Poland
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Interact with customers via multiple communication methods and follow customer service and quality guidelines.
  • •Resolve or escalate customer incidents per established guidelines, processes, and service level agreements.
  • •Maintain accurate and thorough ticket documentation, ensuring ticket ownership and follow-through.
  • •Escalate recurring incidents and trends appropriately and keep the knowledgebase up to date.
  • •Adhere to documented policies and complete applicable training; contribute to continuous improvement initiatives.

Pay and Benefits

Schedule:4-Day Week
Perks:Health InsuranceDentalVision401kLife InsuranceLanguage ClassesGym Membership

Key Requirements

  • •Professional fluency in English (written and verbal).
  • •1–2 years of IT customer service experience (or other pertinent related experience).
  • •Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools.
  • •Understanding/experience with networking, web, email, mobile, security, and managed services technologies.
  • •Excellent customer service skills, listening/comprehension, communication, and problem-solving with a proactive, accountable attitude.
Experience:1-2 yearsIT customer service
Skills:CommunicationCustomer serviceProblem-solvingAnalytical skillsStress management
Languages:EnglishPolish
Tech Stack:Microsoft OfficeTicketing toolsTroubleshooting tools

Company Brief

Lumen
Provides integrated communications, network, edge cloud, and security services to enterprise, government, and carrier customers, operating a global fiber network and delivering connectivity and managed IT solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Monroe, United States
WebsiteLinkedIn