Sr Support Desk Associate

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

Legal Statement

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The Role

Senior Support Desk Associate

The Senior Support Desk Associate is responsible for developing a comprehensive understanding of the company’s internal sales systems and processes while acting as the subject matter expert for all internal questions and escalations around these processes. The Senior Support Desk Associate supports the sales team by driving rapid responses from internal teams via these processes and will act as a mentor/training support for new hires or within their Subject Matter Expert level area of expertise systems, as prioritized by Sales Management. The Senior Support Desk Associate engage lead for support as needed.

The Main Responsibilities

Is able to make independent decisions regarding direct user issues related to open tickets/quoting requests.

Will engage lead for support as needed. Problem solves within a specific ystem/process/product realm.

May be asked to proactively determine/create improvements to process or develop solutions to systems/process/products .

Will be able to handle higher volume of tickets/support requests along with engagement in multifaceted projects, including UAT in SME areas.

Output ranks in mid range of overall volume of team .

Will request SME/Lead reviews as needed.

Problem solves within a specific system/process/product realm.

May be asked to proactively determine/create improvements to process or develop solutions to systems/process/products.

Has accumulated knowledge of sales systems and process.

Has attained Subject Matter SME experience in at least one area.

Can quote and/or provide correct guidance to sales in most cases.

What We Look For in a Candidate

3-5 years industry experience experience.

Previous sales/customer support experience.

Possesses some knowledge of internal company systems, products, processes.

Has accumulated knowledge of sales systems and process

Has attained Subject Matter SME experience in at least one area

Compensation

The starting salary for this role differs based on the employees primary work location. Employees typically do not start at the top of the range, though compensation depends on each individuals qualifications.

Location Based Pay Ranges

$46,313 – $77,188 in these states: AR ID KY LA ME MS NE SC SD

$48,700 – $81,300 in these states: AL AZ FL GA IA IN KS MO MT ND NM OH OK PA TN UT VT WI WV WY

$51,188 – $85,313 in these states: CO HI MI MN NC NH NV OR RI

$53,625 – $89,375 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

As with the pay range variety thats based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 335272

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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

Equal Employment Opportunities

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, gender expression, 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.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

46313

Salary Max :

89375

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. (https://jobs.lumen.com/global/en/compensation-information) Were 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. (https://centurylinkbenefits.com)

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

10/13/2024