• Own each customer interaction from start to finish, ensuring clarity, care, and confidence. • Resolve issues with empathy, turning challenges into positive experiences. • Navigate tools efficiently while keeping the human touch. • Share insights and recurring patterns to help improve the experience. • Become a product expert to guide customers authentically.

Lead technical support business in terms of delivery and customer satisfaction through services provided by the global SAP support team.

Lumos is looking for a full-time Network Support Specialist I! Our Network Support Specialists are the first line of technical support—playing a key role in delivering fast, reliable solutions to our customers. In this role, you’ll work directly with residential and small business customers to troubleshoot and resolve issues across Voice, Data, Security, and Video services. Troubleshoot and resolve technical issues across hardware, software, video, broadband, & phone services for residential and small business customers. Support both Business and Residential products, delivering effective solutions in a timely manner. Accurately document all interactions and updates in the service database throughout each stage of the support process. Monitor outages and maintenance events, gathering data and escalating when needed. Identify root causes, implement solutions, & escalate unresolved issues as appropriate. Demonstrate adaptability and retention of product knowledge while effectively managing multiple priorities in a fast-paced environment. Represent the company professionally by practicing the Articles of Excellence & delivering quality service. Work scheduled shifts including nights, weekends, & holidays based on business needs. Perform additional tasks as assigned to meet business goals.

This role involves supporting clients as they navigate supplemental benefit options while gaining hands-on experience in communication, client advising, and digital relationship management. Meet with clients through scheduled Zoom consultations (no cold calling) Learn to understand and assess each client’s unique needs Present clear, tailored benefit options in a consultative manner Guide clients through the enrollment process and provide follow-up support Maintain organized documentation using digital platforms Participate in weekly team meetings and professional coaching sessions