Experienced Full Stack Fiber Customer Support Analyst – Exceptional Technical Support and Customer Service in Fiber Network Services
Join the blithequark Team: Where Innovation Meets Customer Excellence At blithequark, we're passionate about empowering people to live, work, and play in a connected world. As a leader in the telecommunications industry, we're dedicated to delivering exceptional customer experiences through our cutting-edge fiber network services. Our team is built on a culture of innovation, creativity, and community, and we're looking for talented individuals like you to join our V Team Life. About the Role: Fiber Customer Support Analyst As a Fiber Customer Support Analyst at blithequark, you'll be the face of our company, providing top-notch technical support and customer service to our Fios customers. You'll work in a dynamic call center environment, troubleshooting issues with voice, data, and video services, and answering technical questions from customers. If you're passionate about delivering exceptional customer experiences and have a knack for technical problem-solving, this role is perfect for you. Key Responsibilities: Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their technical issues. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring seamless connectivity and entertainment experiences. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating complex issues to senior technical teams. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring optimal performance and functionality. Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and providing exceptional customer service. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, ensuring 24/7 support for our customers. What We're Looking For: We're seeking a dedicated and customer-focused individual with excellent communication skills and a positive, professional attitude. You'll thrive in a fast-paced work environment, working collaboratively with our tech support team to deliver exceptional customer experiences. Essential Qualifications: A passion for customer service excellence and a commitment to delivering exceptional technical support. Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical audiences. A strong work ethic and ability to work in a fast-paced environment, with a focus on resolving customer issues efficiently and effectively. Preferred Qualifications: A related Associate Degree or 2+ years of relevant experience in technical support or customer service. Technical support call center experience, with a strong understanding of communication and networking components. Career Growth Opportunities and Learning Benefits: At blithequark, we're committed to helping our employees grow and develop in their careers. We offer a range of learning benefits, including: Comprehensive training programs to help you develop your technical and customer service skills. Career advancement opportunities, with a clear path for growth and development. A collaborative and inclusive work environment, with regular feedback and coaching to help you succeed. Work Environment and Company Culture: At blithequark, we're proud of our company culture, which is built on a foundation of innovation, creativity, and community. We offer: A remote work environment, with occasional in-person trainings and meetings. A flexible work schedule, with opportunities for work-life balance. A diverse and inclusive workplace, with a commitment to fostering a sense of belonging and empowerment. Compensation and Benefits: We offer a comprehensive compensation package, including: Competitive salary, with opportunities for bonuses and incentives. Comprehensive health and wellness benefits, including medical, dental, and vision coverage. 401(k) Savings Plan, with company match and investment options. Stock incentive programs, with opportunities for equity and ownership. Paid time off, with opportunities for vacation, sick leave, and holidays. Equal Employment Opportunity: We're proud to be an equal opportunity employer, celebrating our employees' differences and promoting a culture of inclusion and diversity. We welcome applications from individuals of all backgrounds, experiences, and perspectives. Apply Now: If you're passionate about delivering exceptional customer experiences and have a knack for technical problem-solving, we encourage you to apply for this exciting opportunity. Join our team and become a part of the blithequark V Team Life! Apply for this job