OPERATIONS TECHNICAL SUPPORT I (English, Spanish, and/or French)

Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high-performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AI-ready connectivity, join us today.

The Role

As an Operations Technical Support Specialist, you will be the face of the Service Desk and Lumen, interacting directly with our customers primarily via email and phone. Our Service Desk in Poznań serves as a single point of contact for customers 24 hours a day, 7 days a week, 365 days a year.

Our knowledge bases, procedures, and processes will help you ask the right questions and guide you through troubleshooting issues. When you open a case, you take ownership of it until resolution. However, you will never be alone in finding a solution. This is a team effort, and many situations require collaboration with colleagues in Poland as well as our global support teams.

Language Requirements: This role requires professional fluency in English and either Spanish or French, as you will support customers across multiple regions. Proficiency in all three languages (English, Spanish, and French) is highly desirable and considered a strong advantage.

Working Hours: This position is part of a 24/7 support organization and requires working on a rotating shift schedule, including nights, weekends, and public holidays.

Location: Remote (within Poland)

Benefits: Annual bonus, private healthcare (Medicover), Multisport card/Multicafeteria, Lunch Pass card, voluntary life insurance, PPK (voluntary), English and Polish language classes, Working Abroad Policy, and CSBF (voluntary).

The Main Responsibilities

• First point of contact for our clients, via multiple communications methods, per established customer service and quality guidelines.
• Troubleshoot / fix issues on first contact if possible.
• Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away.
• Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are chased throughout the incident life cycle, manage the resolution of issues and keep clients informed unless otherwise specified by specific client.
• Keep ownership of tickets till resolution.
• Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times.
• Challenges the status quo and seek constant service improvements.
• Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
• Ensure ticket documentation is accurate and thorough.
• Identify recurring incidents and trends and escalate appropriately.

What We Look For in a Candidate

• Excellent verbal, written, and analytical skills in English, Spanish, and/or French
• Desire to WOW the customer.
• Knowledge or understanding of IT infrastructure.

What to Expect Next

Requisition #: 342750

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.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know.

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.

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