OPERATIONS TECHNICAL SUPPORT I (English, Spanish, and/or French)

Lumen
Poland
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer focus","Analytical skills","Problem-solving","Communication","Ownership"]

Provide first-line service desk support to customers primarily via email and phone, using knowledge bases and procedures to troubleshoot and resolve issues or escalate to Tier 2/3 when needed. Own cases end-to-end, follow outage and support processes, keep customers informed throughout incidents, and maintain accurate ticket documentation. Monitor trends, improve service through continuous learning, and collaborate with teams across Poland and globally to deliver timely, quality resolutions.

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FursaFursa
Lumen
Lumen
2 days ago

OPERATIONS TECHNICAL SUPPORT I (English, Spanish, and/or French)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Provide first-line service desk support to customers primarily via email and phone, using knowledge bases and procedures to troubleshoot and resolve issues or escalate to Tier 2/3 when needed. Own cases end-to-end, follow outage and support processes, keep customers informed throughout incidents, and maintain accurate ticket documentation. Monitor trends, improve service through continuous learning, and collaborate with teams across Poland and globally to deliver timely, quality resolutions.
Location: Poland
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Act as first point of contact for clients via email and phone, following customer service and quality guidelines.
  • •Troubleshoot and fix issues on first contact when possible; collect information and escalate to Tier 2/3 if not.
  • •Keep ownership of tickets until resolution, including providing timely updates to internal and external stakeholders throughout the incident lifecycle.
  • •Follow outage procedures and support processes, keeping customers and management up to date at all times.
  • •Maintain accurate ticket documentation; identify recurring incidents and trends and escalate appropriately while seeking constant service improvements.

Pay and Benefits

Perks:Health InsuranceDentalVision401kLearning Budget

Key Requirements

  • •Professional fluency in English and either Spanish or French; proficiency in all three (English, Spanish, French) is highly desirable.
  • •Excellent verbal, written, and analytical skills in English, Spanish, and/or French.
  • •Knowledge or understanding of IT infrastructure.
  • •Ability to troubleshoot issues on first contact when possible.
  • •Willingness to work a rotating 24/7 shift schedule, including nights, weekends, and public holidays.
Skills:Customer focusAnalytical skillsProblem-solvingCommunicationOwnership
Languages:EnglishSpanishFrench

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