ENGINEERING SUPPORT ASSOCIATE

Job Description

About CenturyLink
CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

The Engineering Support Associate assists the Sales Engineering team by providing day-to-day technical documentation, system, process, and order support for customer solutions and services. The Engineering Support Associate interacts with both Customers and internal CenturyLink teams to ensure Customer solution details and service attributes are appropriately and accurately documented to support the entire customer lifecycle. This position can be based in either NYC or Jersey City, NJ with remote flexibility.

Essential Duties:

• Document Customer requirements and technical details during the sales cycle.
• Satisfy all service attribute and process requirements necessary for order submission.
• Assemble service and order detail as needed to support service modifications.
• Coordinate with internal teams to help ensure delivery of services aligns with customer expectations and agreed-upon business outcomes
• Responsible for ensuring the ongoing accuracy of Customer service records, solution documentation, and operating playbooks.
• Assist Sales and Sales Engineering teams in responding to RFPs and audit requests.

As needed, help familiarize Customers with CenturyLink services, processes, Customer-facing portals and tools. Provide feedback that contributes to ongoing process and customer experience improvement initiatives.

• Communication: Intermediate written and verbal communication skills. Must have the ability to build relationships over the phone. Must have a proactive communication style ensuring timely status of projects to account team and customer. Must be able to develop relationships and communicate with customer technical staff.
• Technical Skills: Basic understanding of information technology, communications, or security concepts and general knowledge of technical terminology or industry concepts related to CenturyLink products and services is preferred. Must possess a willingness and appetite to learn new concepts and subjects and have the initiative to invest in ongoing professional development through self-study. Must be able to develop a working knowledge of CenturyLink service portfolio, processes, and systems
• Problem Solving: Intermediate analytical skills. Must be able to work through complex issues with a methodical approach. May be expected to graphically depict CenturyLink services and customer solutions in a clear and compelling manner.
• Work Style: Ability to work independently and as part of a team. Ability to work under pressure with tight deadlines.
  Must be able to work on multiple projects simultaneously and be able to reprioritize as needed or as directed to respond to changing business requirements. Must be detail oriented.
• Computer Skills: Working knowledge of basic collaboration and office applications (Microsoft Office preferred). Must be willing and able to develop a working knowledge of internal company systems and applications.
• Business Acumen: Must demonstrate a basic understanding of business, sales, or financial principals and be able to develop a familiarity with CenturyLink business goals and sales targets.
• Ability to travel as needed (Approx. 10%).

Preferred Education, Skills, and Experience:

• Education Level: Associate or Bachelor's Degree preferred in an Engineering or similar technical field preferred; will consider individuals with professional experience or training in similarly complex roles or areas of study
• Personal accountability, professional appearance, and demonstrated time management skills.

Alternate Location: US-New York-New York

Requisition # : 217232

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

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, 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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.