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

Introduction to blithequark and the Industry At blithequark, we empower how people live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-driven individuals who anticipate, lead, and believe that listening is where learning begins. Our mission is to drive innovation, creativity, and impact in the world, and we are committed to making a positive difference in the lives of our customers and communities. The telecommunications industry is rapidly evolving, and at blithequark, we are at the forefront of this evolution, providing cutting-edge network and entertainment services to our customers. Job Overview As a Fiber Customer Support Analyst at blithequark, you will be part of a dynamic call center team that provides exceptional technical support and customer service to our Fios customers. You will be responsible for troubleshooting issues with voice, data, and video services, answering customer tech questions, and providing service support for our fiber and copper networks. If you are passionate about delivering outstanding customer experiences and have a strong technical background, we encourage you to apply for this exciting opportunity. Key Responsibilities Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their issues. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring that they can fully utilize our services. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating complex issues to senior technical teams as needed. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring that they have a seamless experience with our services. Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and ensuring that customers are informed and empowered to use our services effectively. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, ensuring that our customers receive support whenever they need it. Essential Qualifications To be successful in this role, you will need to have a dedication to customer service excellence, amazing communication skills, and a positive, professional attitude. You will thrive in a fast-paced work environment and enjoy helping our customers connect to the digital world. A related Associate Degree or 2+ years of relevant experience in technical support or customer service is preferred, although not essential. Preferred Qualifications While not essential, having one or more of the following qualifications will be an advantage: A related Associate Degree or 2+ years of relevant experience in technical support or customer service. Technical support call center experience, with a proven track record of delivering exceptional customer experiences. Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong technical knowledge of communication and networking components, including fiber and copper networks. Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues. Ability to work in a fast-paced environment, with a high volume of customer interactions, and to prioritize tasks effectively. Strong customer service skills, with a focus on delivering exceptional customer experiences and building strong relationships with our customers. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Fiber Customer Support Analyst, you will have access to a range of training and development opportunities, including technical training, customer service skills development, and leadership development programs. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences, and to contribute to the development of new services and technologies that will shape the future of our industry. Work Environment and Company Culture At blithequark, we are proud of our diverse and inclusive culture, and we celebrate the differences that make our employees unique. We are committed to creating a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Our employees are empowered to be their best selves, and to contribute their unique perspectives and ideas to our business. We offer a range of benefits and perks, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance, to support our employees' well-being and career development. Compensation, Perks, and Benefits We offer a competitive compensation package, with a salary range that varies depending on your location and confirmed job-related skills and experience. This is an incentive-based position, with the potential to earn more based on your performance. We also offer a range of benefits and perks, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance, to support our employees' well-being and career development. Conclusion If you are passionate about delivering exceptional customer experiences and have a strong technical background, we encourage you to apply for this exciting opportunity to join our team as a Fiber Customer Support Analyst at blithequark. You will be part of a dynamic call center team that is dedicated to providing outstanding technical support and customer service to our Fios customers. With a range of training and development opportunities, a competitive compensation package, and a collaborative, inclusive culture, this is an opportunity not to be missed. Apply now to take the first step in your career with blithequark and to start delivering exceptional customer experiences that will make a real difference in the lives of our customers. Apply for this job