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-makers 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 As a Fiber Customer Support Analyst at arenaflex, you'll be the face of our company, providing exceptional technical support and customer service to our valued customers. You'll join a dynamic tech support team in a call center environment, helping our customers with their voice, data, and video services. Your expertise will be crucial 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 problems. 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 that our customers get the most out of our services. Communicating clearly and professionally, delivering technical and industry information in a manner appropriate to the audience, and providing personalized support that meets our customers' unique needs. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, ensuring that our customers receive uninterrupted support and service. What We're Looking for in a Candidate: To succeed as a Fiber Customer Support Analyst at arenaflex, 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 customer experiences. Essential Qualifications: A related Associate Degree or 2+ years of relevant experience in customer support, technical support, or a related field. Technical support call center experience, with a proven track record of providing exceptional customer service and technical support. Strong communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. A positive, professional attitude, with a passion for delivering exceptional customer experiences and a commitment to continuous learning and improvement. Preferred Qualifications: Experience working in a call center environment, with a strong understanding of call center operations and metrics. Knowledge of fiber and/or copper networks, with experience troubleshooting and resolving technical issues related to voice, data, and video services. Familiarity with industry-standard software and hardware, with the ability to quickly learn and adapt to new technologies and systems. A certification in customer service or technical support, such as CompTIA A+ or Cisco CCNA, with a commitment to ongoing learning and professional development. Skills and Competencies: To succeed in this role, you'll need a unique blend of technical, business, and interpersonal skills, including: Strong technical skills, with a solid understanding of communication and networking components. Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. A customer-centric approach, with a passion for delivering exceptional customer experiences and a commitment to continuous learning and improvement. Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues. A positive, professional attitude, with a commitment to teamwork, collaboration, and mutual respect. 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: Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role. Ongoing coaching and mentoring, with regular feedback and performance evaluations to help you grow and develop in your career. Opportunities for advancement, with a clear path for career progression and professional development. A commitment to continuous learning, with access to industry-leading training and development resources. 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 contribute their best. Our company culture is built on a foundation of trust, respect, and open communication, with a commitment to diversity, equity, and inclusion. Compensation, Perks, and Benefits: We offer a competitive compensation package, with a range of perks and benefits designed to help you thrive in your career and in your personal life. These include: A competitive salary, with opportunities for advancement and professional development. A comprehensive benefits package, including health and wellness benefits, 401(k) savings plan, and paid time off. Access to industry-leading training and development resources, with a commitment to continuous learning and professional growth. A dynamic and inclusive work environment, with a culture that values diversity, equity, and inclusion. Conclusion: If you're looking for a career where you can make a real difference, where you can grow and develop as a professional, and where you can be part of a dynamic and inclusive team, then we encourage you to apply for the Fiber Customer Support Analyst role at arenaflex. With its unique blend of technical, business, and interpersonal skills, this role offers a challenging and rewarding opportunity for anyone who is passionate about delivering exceptional customer experiences and making a positive impact in the world. So why wait? Apply now to join our team of innovators, creatives, and impact-makers, and discover a career that's full of purpose, challenge, and reward. Apply for this job