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.

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 Support Desk Associate role provides back‑office, functional support to the CS professionals aligned to high‑touch and medium‑touch customer segments.

WFH - any state

• Tier 2 CSS support plus projects
• Navigates and leverages resources, systems, and tools to mine/validate critical account data effectively and efficiently.
• Responds and prioritizes requests from CSE/C/As including service inventory reports, order reports, trouble/billing ckt research, bill audits, etc.
• Assists in implementing customer onboarding workflows and process with the focus of returning me to our Customer Success Executive, Customer Success Consultants and Customer Success Advocate’s engagement strategies.
• Completes preliminary research, pricing, quoting, amendment generations for moves, adds, and change orders.
• Conducts renewal research, preliminary tasks enabling contract generation and readiness.
• Supports implementation of customer advocacy via feedback‑close loop processes
• Provide troubleshooting assistance/information gathering for customer product and portal adoption (leveraging on‑demand videos and tutorials) as well as service/technical issue resolution.
• Escalates issues appropriately and knows when to pull in Sales, CS and other stakeholders to assist in resolving outstanding matters.
• Implements automation and digital transformation strategies by learning and promoting self‑serve customer mentality and activities.
• Document events and interactions in Salesforce by creating, tracking, and closing cases when issues are resolved.

• 1+ years of work experience in a customer support role
• Fundamental understanding of the Customer Success methodology and best practices
• Strong written and verbal communication skills
• Excellent attention to detail and follow‑through, with the ability to handle and prioritize high‑volume activities, case assignments while minimizing tasks falling through the cracks
• Adept at finding answers on the spot and handling uncertainty
• Good working knowledge of Windows, SFDC and other web‑based platforms
• Consistently ensures that business is always conducted with empathy and integrity
• Thoughtful and trustworthy

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.

Location Based Pay Ranges

$40,500 – $53,500 in these states: AL AR AZ FL GA IA  KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$42,132 – $56,175 in these states: CO HI MI MN NC NH NV OR RI

$44,138 – $58,850 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short‑term incentives, long‑term incentives and/or sales compensation) as you move through the selection process.

Benefits ()

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…