Experienced Fiber Customer Support Analyst – Delivering Exceptional Technical Support and Customer Service in a Dynamic Call Center Environment

Welcome to arenaflex: Where Innovation Meets Customer Satisfaction At arenaflex, we empower people to live, work, and play by connecting them to what brings them joy. We're a community of innovators, creatives, and impact-driven individuals who anticipate, lead, and believe that listening is where learning begins. Our team is built on a foundation of trust, community, and a passion for delivering exceptional customer experiences. If you're looking for a career where you can share your ideas, grow, and thrive, you're in the right place. About the Role: Fiber Customer Support Analyst We're seeking a highly skilled and dedicated Fiber Customer Support Analyst to join our tech support team in a call center environment. As a key member of our team, you'll provide exceptional technical support and customer service to our customers, helping them navigate our voice, data, and video services. Your expertise will be instrumental in troubleshooting issues, answering technical questions, and delivering top-notch service that exceeds our customers' expectations. Key Responsibilities: Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their concerns. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring seamless connectivity and optimal performance. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and collaborating with internal teams to resolve complex issues. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring a smooth and hassle-free experience. Communicating clearly and professionally, delivering technical and industry information in a manner appropriate to the audience, and adapting your approach to meet the diverse needs of our customers. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, demonstrating flexibility and a commitment to delivering exceptional customer service. What We're Looking for in a Candidate: To succeed in this role, you'll need a dedication to customer service excellence, amazing communication skills, and a positive, professional attitude. You'll thrive in a fast-paced work environment, enjoy helping our customers connect to the digital world, and be passionate about delivering exceptional technical support and customer service. Essential Qualifications: A related Associate Degree or 2+ years of relevant experience in customer service, technical support, or a related field. Technical support call center experience, with a proven track record of delivering exceptional customer service and technical support in a fast-paced environment. Strong communication and interpersonal skills, with the ability to adapt your approach to meet the diverse needs of our customers. A positive, professional attitude, with a passion for delivering exceptional customer service and technical support. Preferred Qualifications: Experience working in a call center environment, with a strong understanding of call center operations and metrics. Technical knowledge of communication and networking components, including fiber and copper networks, voice, data, and video services. Experience with troubleshooting and resolving complex technical issues, with a strong analytical and problem-solving skill set. Skills and Competencies: To succeed in this role, you'll need a range of skills and competencies, including: Technical skills: Knowledge of communication and networking components, including fiber and copper networks, voice, data, and video services. Customer service skills: Excellent communication and interpersonal skills, with the ability to adapt your approach to meet the diverse needs of our customers. Problem-solving skills: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues. Time management skills: Ability to work in a fast-paced environment, prioritizing tasks and managing your time effectively to meet performance metrics and customer expectations. Career Growth Opportunities and Learning Benefits: At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Fiber Customer Support Analyst, you'll have access to a range of training and development opportunities, including: On-the-job training: Comprehensive training and support to help you develop the skills and knowledge you need to succeed in your role. Professional development: Opportunities to attend industry conferences, workshops, and training sessions to stay up-to-date with the latest technologies and trends. Career advancement: Opportunities to advance your career within arenaflex, with a range of roles and opportunities available to talented and ambitious employees. Work Environment and Company Culture: At arenaflex, we're proud of our dynamic and inclusive work environment, where everyone feels valued, connected, and empowered to reach their potential. Our company culture is built on a foundation of trust, community, and a passion for delivering exceptional customer experiences. As a Fiber Customer Support Analyst, you'll be part of a talented and dedicated team, working together to deliver exceptional technical support and customer service to our customers. Compensation, Perks, and Benefits: At arenaflex, we offer a range of compensation, perks, and benefits to our employees, including: Competitive salary: A competitive salary range, with opportunities to earn more based on performance and experience. Benefits package: A comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. Flexible working arrangements: Flexible working arrangements, including remote work options and flexible scheduling, to help you balance your work and personal life. Conclusion: If you're passionate about delivering exceptional technical support and customer service, and you're looking for a career where you can grow and thrive, we encourage you to apply for the Fiber Customer Support Analyst role at arenaflex. With a range of training and development opportunities, a dynamic and inclusive work environment, and a comprehensive benefits package, we offer a unique and rewarding career opportunity that's hard to find elsewhere. So why wait? Apply now and take the first step towards an exciting and rewarding career with arenaflex. Apply for this job