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

The Field Service Associate I (FSA I) serves as a key member of the Field Tech Services (FTS) team, providing customer support and coordinating service delivery activities to ensure a positive customer experience. Acting as a primary point of contact for customers, the FSA I manages incoming requests received through phone, email, and ticketing systems while facilitating communication between customers, field technicians, vendors, and internal support teams.

This role is focused on customer service, ticket management, dispatch coordination, communication, and ownership of customer issues from initiation through resolution. Successful candidates are organized, customer-focused professionals who excel at managing multiple priorities while maintaining a high level of professionalism and attention to detail.

Location and Schedule

• Remote (Work From Home)

• 10-hour shifts, 4 days per week or 8-hour shifts, 5 days per week

• Monday through Friday

• Participation in weekend and holiday on-call rotations as required

The Main Responsibilities

• Serve as a primary point of contact for customers by responding to inquiries, service requests, and escalations through phone, email, and ticketing systems.

• Deliver exceptional customer service by actively listening, communicating clearly, and ensuring customers receive timely updates throughout the resolution process.

• Coordinate service requests between customers, field technicians, vendors, carriers, and internal support teams to facilitate timely and effective issue resolution.

• Create, update, monitor, and close service tickets while maintaining accurate documentation and detailed records.

• Take ownership of customer issues from initial intake through final resolution, ensuring all actions are tracked, communicated, and completed within established service objectives.

• Facilitate dispatch activities by coordinating assignments, communicating status updates, and ensuring all stakeholders remain informed throughout the service process.

• Monitor customer issues through resolution and proactively provide updates to customers and internal partners.

• Review tickets, notes, and work records for quality, completeness, and adherence to established processes and standards.

• Prioritize and manage multiple tasks, customer requests, and operational activities in a fast-paced environment.

• Build positive working relationships with customers, field technicians, vendors, and internal teams through effective communication and collaboration.

• Demonstrate accountability, professionalism, and follow-through in every customer interaction.

• Consistently act in a manner that reflects a commitment to quality service, operational excellence, and customer satisfaction.

• Participate in on-call rotations, including weekends and holidays, to support business operations as required.

What We Look For in a Candidate

• High School Diploma or GED required.

• Associate's degree or coursework in Business, Communications, Customer Service, or a related field preferred but not required.

• Equivalent work experience may be considered in lieu of formal education.

• One year of customer service, dispatching, administrative support, contact center, operations support, or related experience preferred.

• Strong verbal and written communication skills.

• Excellent customer service skills with a passion for helping others.

• Strong organizational skills and attention to detail.

• Ability to manage multiple priorities and work effectively in a fast-paced environment.

• Ability to remain professional and composed when handling escalations or urgent situations.

• Strong problem-solving skills and the ability to make sound decisions.

• Demonstrated ownership, accountability, and commitment to seeing work through to completion.

• Ability to work independently while contributing to a collaborative team environment.

Preferred Qualifications

Desired but not required

• Experience in customer service, dispatch coordination, call center operations, administrative support, telecommunications, or related industries.

• Experience working with customers, field personnel, vendors, or service providers.

• Experience using ticketing systems, service management platforms, or customer support tools.

• Strong ability to coordinate activities across multiple teams and stakeholders.

• Demonstrated ability to manage competing priorities while maintaining a high level of accuracy and professionalism.

• Proficiency with Microsoft Outlook, Word, and Excel.

Compensation

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

$37,740 - $50,490 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$39,762 - $53,015 in these states: CO HI MI MN NC NH NV OR RI

$41,655 - $55,539 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.

Learn more about Lumen's:

• Benefits (https://jobs.lumen.com/global/en/benefits-statement)

• Bonus Structure

#LI-Remote

Requisition #: 342861

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

https://jobs.lumen.com/global/en/life-at-lumen

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 (https://jobs.lumen.com/global/en/faq) . 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.

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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen's Global Employment Applicant and Talent Community Privacy Notice, please visit:

https://jobs.lumen.com/global/en/privacy-notice

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.