Customer Data Technician - CWA

Lumen Technologies

$ - $ yearly

tuition assistance, company vehicle

United States, South Dakota, Rapid City

Apr 03, 2025

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.

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.

The Role

Are you willing to learn new technologies, provide friendly and knowledgeable solutions to our customers? Join our team as a Technician providing excellence in servicing the customer, selling our products and integrated communications services. What are the advantages to joining our dynamic technical team? Here are just a few - paid training, tuition assistance available, tools, test equipment and a company vehicle you will need to perform your job as well as you will have rapid progressive earning potential and advancement opportunities.

The Main Responsibilities

Maintain NG911/E911/911, DSO/DS1/DS3 and above circuits.
Provide emergency and routine 911 support to statewide Public Safety Answering Points (PSAPs).
Perform installation, testing, turn-up, and acceptance of circuit equipment including Voice, TDM, Optical IP Ethernet, and emerging technologies.
Install, repair, maintain and/or adjust multiplex equipment, fiber optics, and switches; performed testing with the applicable testing centers and conducted final acceptance testing with the customer to ensure readiness for service.
Troubleshoot customer circuits, network components, and infrastructure from the customer's premise up to the frame, and complete final testing and customer acceptance of service.
Use laptop computers to option higher-level electronic systems and applications and to test and install individual services.
Utilize various testing devices, including but not limited to: frequency and data signal generators, transmission measuring sets, volt-ohm-meters, software programs, laptop programs.
Use test equipment and/or coordinate testing of customer lines with others including company and customer personnel, as well as with the assistance of the control and/or dispatch centers.
Install computer interface cards in customer-owned equipment (laptop and desktop computers).
Successfully option/configure customer's computer hardware and software and install modems.
May reimage PCs, restore hard drives, and troubleshoot and repair data terminals and peripheral equipment (e.g., printers).
May manage/assign hardware and/or software assets/requests/ licenses, considering warranty and other information as necessary.
Review, analyze, update, and interpret work orders, circuit diagrams, word documents, schematic drawings, engineering work prints, OSP (Outside Plant) maps, equipment drawings, company records, technical manuals and other source documents to obtain specifications for installation and trouble isolation purposes.
Verify critical dates (particularly plant test date), commitments, facility and equipment assignments, reasonableness of test results, and conformity of circuits to established tolerance criteria.
Resolve customer issues and problems regarding designed services and ensure service is working to customer specifications.
Per customer-initiated order/request, may perform pre-survey to determine availability of equipment and facilities and pretest circuits to ensure that conditioning requirements are met.
In addition, review with customer work specified in the work order and the possibilities of utilizing existing facilities for upgrading/customizing services.
Interact with customers professionally and courteously.
Discuss service and equipment with customer.
Perform specified work.
Confirm/update trouble reported or services ordered, review billing information, respond to questions on features/usages/applications/capabilities of equipment and services, review systems configuration.
Identify/explore additional revenue generation opportunities.
Contact control and/or dispatch centers or other designated employees during tour for other assignments or jeopardy resolutions.
Provide information needed to close out work orders or trouble reports by indicating type of work performed, time and material charges, exception codes, field reporting codes and/or other related information.
Use computer or other device to interface with company systems and complete daily workload.
Work with color-coded telecom wires and cables.

What We Look For in a Candidate

Work Environment:

Ability to perform 24/7 standby duties and meet mandated response times.
Extensive travel may be required.
Have experience with Intrado NG911 systems and call handling platforms such as VIPER.
Have the ability to become trained and certified through Intrado.
Ability to work varying shifts and hours, including possible mandatory overtime, weekends, and holidays.
May be assigned to work out of town for varying lengths of time.
Requires a valid state driver's license and a satisfactory driving record.
Wear safety glasses, a hard hat, and appropriate safe clothing, and follow established safety practices and procedures.
Wear attire that is appropriate for effective interaction with customers.
Work independently with minimal or no supervision.
May climb and work at elevations (e.g., from ladders, poles, lift trucks) exceeding 18 feet.
May require pole climbing certification.
When working aloft with ladders or other equipment with weight-capacity ratings, employees must adhere to the company's safety policy and equipment weight requirements.
May work in confined spaces (e.g., attics, crawl spaces, utility holes).
May perform strenuous physical activities, including but not limited to lifting and/or moving objects weighing over 75 pounds.
May perform job activities outdoors in different weather conditions (e.g., extreme cold and/or heat, inclement weather).

Compensation

Minimum: $14.90

Maximum: $41.52

Learn more about Lumen's:

Benefits

Requisition #: 337641

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. 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.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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
04/17/2025