We build and operate fiber networks and provide transformative multi-Gigabit internet access to homes and businesses in small and medium-sized communities across the Southeast and Midwest U.S. www.GoKinetic.com **_________________________________________________________** **About the Role:** The Kinetic Repair Specialist II handles escalations from Specialist I personnel, technicians, and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex internet, data, or voice network problems. **_***This position can be filled remotely anywhere within the country.***_** **What You'll Do** + Answer incoming calls, support emails, and chats to troubleshoot customer internet, voice, and data problems in a service center environment + Verify Uniti equipment problems/outages and notify correct departments + Handle complex escalations from Tier I and other departments + Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution + Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner + Establish and maintain effective relationships with customers, which includes effectively gaining the customer's cooperation to work through the troubleshooting process, ensuring first call resolution, and appropriate follow-up + Work independently but also seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction + Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment + Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. + Other duties and responsibilities as assigned **Do You Have?** + 1-2 years related technical data and voice troubleshooting experience + Excellent listening, analytical, verbal and written communications skills, and interpersonal skills required. Must be able to easily identify and articulate complex ideas and issues and give clear direction + Strong customer service experience with an emphasis on first call resolution and follow through + Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions + Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations + High degree of technical aptitude + This is a virtual/work from home position. Uniti requires employees working virtually to maintain a distraction-free workplace with sufficient highspeed internet of 25 MBPS or higher. **Even Better:** + Ability to achieve established goals and performance metrics + Fluent knowledge of internet computer applications + Ability to organize calls efficiently and resolve customer issues + Understanding of dial-up modems and TCP/IP protocol + In-depth knowledge of specialty internet products + Strong coaching and mentoring skills + Experience with Microsoft Office applications and Uniti billing packages + The ability to understand statistical performance measurements and excellent time management skills + Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. **Minimum Requirements:** High School diploma or equivalent and 4+ years’ experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate. The compensation range for this position is from $38,400 - $49,000 ($18.46/hr - $23.56/hr). **Physical Tasks** - Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66% **Audio Visual Needs** - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100%| Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33% **Equipment Used in Job Performance** : Computer, Printer, Telephone, Basic Office Supplies **_________________________________________________________** **Our Benefits:** + Medical, Dental, Vision Insurance Plans + 401K Plan + Health & Flexible Savings Account + Life and AD&D, Spousal Life, Child Life Insurance Plans + Educational Assistance Plan Uniti is an equal opportunity employer. At Uniti, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience. **Notice to Non-U.S. Citizens:** Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti’s network. _If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti’s foreign personnel disclosure and approval requirements._ **Notice to Applicants:** Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to criminal background check, drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate’s written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. A prior criminal record will NOT automatically disqualify a candidate but will be evaluated on a case-by-case basis considering a number of factors, including but not limited to the nature and specific duties of the position. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination. **Job Details** **Job Family** **Customer Service** **Job Function** **Customer Contact** **Pay Type** **Hourly**