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 Excellence 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 talented and customer-focused 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 Fios customers, helping them with their 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 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 needs of diverse 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 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 resolving complex technical issues. Strong communication and interpersonal skills, with the ability to adapt your approach to meet the needs of diverse customers. A positive, professional attitude, with a passion for delivering exceptional customer service 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. Technical knowledge of communication and networking components, including fiber and copper networks, voice, data, and video services. Familiarity with troubleshooting tools and techniques, with the ability to analyze complex technical issues and develop effective solutions. 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 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: Ability to deliver exceptional customer service, with a focus on resolving complex technical issues and exceeding customer expectations. Communication skills: Strong verbal and written communication skills, with the ability to adapt your approach to meet the needs of diverse customers. Problem-solving skills: Ability to analyze complex technical issues, develop effective solutions, and collaborate with internal teams to resolve problems. Time management skills: Ability to work in a fast-paced environment, prioritize tasks, and manage your time effectively to meet performance metrics and customer expectations. Career Growth Opportunities and Learning Benefits: At arenaflex, we're committed to helping you grow and develop your career. You'll have access to a range of training and development programs, including: Technical training: Ongoing training and development programs to help you stay up-to-date with the latest technologies and trends. Leadership development: Opportunities to develop your leadership skills, with a focus on mentoring, coaching, and leading high-performing teams. Career advancement: Opportunities to advance your career, with a focus on promoting from within and developing our internal talent. Cross-functional training: Opportunities to work across different functions and teams, developing a broader understanding of our business and operations. Work Environment and Company Culture: At arenaflex, we're proud of our diverse and inclusive culture, with a focus on collaboration, innovation, and customer excellence. You'll work in a dynamic and supportive environment, with a range of benefits and perks, including: Remote work options: The opportunity to work from home, with occasional in-person trainings and meetings. Flexible scheduling: Flexible scheduling options, with a focus on work-life balance and employee well-being. Collaborative team environment: A dynamic and supportive team environment, with a focus on collaboration, innovation, and customer excellence. Recognition and rewards: Opportunities for recognition and rewards, with a focus on celebrating our employees' achievements and contributions. Compensation, Perks, and Benefits: We offer a competitive compensation package, with a range of perks and benefits, including: Competitive salary: A competitive salary, with opportunities for advancement and growth. 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. Professional development: Opportunities for professional development, with a focus on ongoing learning and growth. Recognition and rewards: Opportunities for recognition and rewards, with a focus on celebrating our employees' achievements and contributions. Conclusion: If you're passionate about delivering exceptional customer service, have a strong technical background, and are looking for a career with a dynamic and innovative company, we encourage you to apply for this exciting opportunity. At arenaflex, we're committed to helping you grow and develop your career, with a focus on customer excellence, innovation, and collaboration. Join our team today and discover a career that's rewarding, challenging, and fun! Apply for this job