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

Introduction to blithequark

At blithequark, we empower how people live, work, and play by connecting them to what brings them joy. We are driven by innovation, creativity, and impact, and our team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together, lifting our communities and building trust in how we show up, everywhere and always. If you're looking for a career where you can share your ideas freely, learn, grow, and thrive, then blithequark is the place for you.

About the Role

As a Fiber Customer Support Analyst at blithequark, you will be the face of our company, providing exceptional technical support and customer service to our customers. You will join a tech support team in a call center, helping our Fios customers with their voice, data, and video services. Your role will involve troubleshooting issues in hardware, software, applications, networks, or devices, and answering customer tech questions. If you have a passion for delivering outstanding customer service and a knack for technical problem-solving, then 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 problems.
• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring that they have a seamless experience.
• Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating issues to senior technicians when necessary.
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring that they are getting the most out of our services.
• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and ensuring that customers are satisfied with the support they receive.
• 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.

What We're Looking For

We're looking for individuals who have a dedication to customer service excellence, amazing communication skills, and a positive, professional attitude. You should thrive in a fast-paced work environment and enjoy helping our customers connect to the digital world. If you have a related Associate Degree or 2+ years of relevant experience, that's a plus. Technical support call center experience is also desirable.

Essential Qualifications

• Dedication to customer service excellence, with a strong focus on delivering outstanding support and ensuring customer satisfaction.
• Amazing communication skills, with the ability to communicate complex technical information in a clear and concise manner.
• Positive, professional attitude, with a strong work ethic and a willingness to learn and grow.
• Ability to thrive in a fast-paced work environment, with a strong focus on teamwork and collaboration.

Preferred Qualifications

• Related Associate Degree or 2+ years of relevant experience in a technical support or customer service role.
• Technical support call center experience, with a strong understanding of communication and networking components.
• Knowledge of fiber and/or copper networks, with a strong understanding of voice, data, and video services.

Skills and Competencies

To be successful in this role, you will need to have a range of skills and competencies, including:

• Strong technical problem-solving skills, with the ability to analyze and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner.
• Strong customer service skills, with a focus on delivering outstanding support and ensuring customer satisfaction.
• Ability to work in a fast-paced environment, with a strong focus on teamwork and collaboration.
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including technical training, leadership development, and mentorship programs. We also offer opportunities for career advancement, with a strong focus on promoting from within. If you're looking for a career where you can learn, grow, and thrive, then blithequark is the place for you.

Work Environment and Company Culture

At blithequark, we are proud of our company culture, which is built on a foundation of innovation, creativity, and impact. We believe in empowering our employees to be their best selves, and we offer a range of benefits and perks to support their well-being and happiness. Our work environment is fast-paced and dynamic, with a strong focus on teamwork and collaboration. If you're looking for a career where you can be yourself, work with a talented team, and make a real difference, then blithequark is the place for you.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of benefits and perks to support your well-being and happiness. These include health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. We also offer a range of perks, including flexible working hours, remote work options, and a dynamic and supportive work environment. If you're looking for a career where you can thrive, both personally and professionally, then blithequark is the place for you.

Conclusion

If you're looking for a career where you can deliver exceptional technical support and customer service, work with a talented team, and make a real difference, then blithequark is the place for you. We're committed to empowering our employees to be their best selves, and we offer a range of benefits and perks to support their well-being and happiness. If you're passionate about customer service, technical problem-solving, and working in a fast-paced environment, then we encourage you to apply for this exciting opportunity. Join our team today and start your journey to a rewarding and fulfilling career at blithequark!