Field Services Associate I

Lumen
United States
Workplace: RemoteFull timeFunction: Field Service, Maintenance & Skilled TradesSkills: ["Customer service","Communication","Organization","Attention to detail","Problem-solving","Accountability"]

Serve as the primary customer point of contact for service requests and escalations, managing intake through phone, email, and ticketing systems. Coordinate resolution by dispatching to field technicians and coordinating with vendors and internal teams. Create, update, monitor, and close accurate service tickets, provide timely customer updates, and review work for quality and process adherence. Participate in weekend/holiday on-call rotations as required.

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FursaFursa
Lumen
Lumen
5 days ago

Field Services Associate I

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Serve as the primary customer point of contact for service requests and escalations, managing intake through phone, email, and ticketing systems. Coordinate resolution by dispatching to field technicians and coordinating with vendors and internal teams. Create, update, monitor, and close accurate service tickets, provide timely customer updates, and review work for quality and process adherence. Participate in weekend/holiday on-call rotations as required.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Entry level

Key Responsibilities

  • •Respond to customer inquiries, service requests, and escalations via phone, email, and ticketing systems.
  • •Provide timely updates to customers throughout the resolution process using clear, active communication.
  • •Coordinate service requests between customers, field technicians, vendors, carriers, and internal teams.
  • •Create, update, monitor, and close service tickets while maintaining accurate documentation and records.
  • •Facilitate dispatch activities and participate in on-call rotations, including weekends and holidays, as required.

Pay and Benefits

Perks:Health InsuranceDentalVision401kGym MembershipLearning Budget

Key Requirements

  • •High School Diploma or GED required.
  • •Strong verbal and written communication skills for handling escalations professionally.
  • •Excellent customer service skills with the ability to remain composed in urgent situations.
  • •Ability to manage multiple priorities in a fast-paced environment with strong organizational and attention-to-detail skills.
  • •Proficiency with Microsoft Outlook, Word, and Excel; ticketing and service management experience preferred.
Skills:Customer serviceCommunicationOrganizationAttention to detailProblem-solvingAccountability
Tech Stack:Microsoft OutlookMicrosoft WordMicrosoft ExcelTicketing systemsService management platforms

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