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 driven by innovation, creativity, and impact, and we believe that listening is where learning begins. As a leader in the telecommunications industry, we are committed to delivering exceptional customer experiences and building trust in our communities. Our team is a community of people who anticipate, lead, and believe in the power of connection. If you are passionate about technology, customer service, and making a difference, we invite you to join our team as a Fiber Customer Support Analyst.

Job Overview

In this exciting role, you will be part of a tech support team in a call center, providing exceptional technical support and customer service to our Fios customers. You will troubleshoot issues in hardware, software, applications, networks, or devices and answer customer tech questions. Your goal will be to deliver outstanding customer experiences, resolve issues efficiently, and ensure that our customers are connected to the digital world. If you thrive in fast-paced environments, enjoy helping others, and are passionate about technology, this role is perfect for you.

Key Responsibilities

• Answering incoming calls from customers with order inquiries and/or trouble reports
• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network
• Performing analysis and isolation of trouble conditions and creating and sorting trouble reports
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment
• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience
• Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business

Essential Qualifications

To succeed in this role, you will need to 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. A related Associate Degree or 2+ years of relevant experience is preferred, and technical support call center experience is a plus.

Preferred Qualifications

• A related Associate Degree or 2+ years of relevant experience
• Technical support call center experience
• Knowledge of communication and networking components
• Experience with troubleshooting and resolving technical issues
• Excellent communication and customer service skills

Skills and Competencies

To excel in this role, you will need to possess strong technical skills, excellent communication and customer service skills, and the ability to work in a fast-paced environment. You should be able to analyze problems, think critically, and resolve issues efficiently. Additionally, you should be able to work independently and as part of a team, and be flexible and adaptable in a changing environment.

Technical Skills

• Knowledge of hardware, software, applications, networks, and devices
• Experience with troubleshooting and resolving technical issues
• Familiarity with fiber and/or copper networks
• Understanding of communication and networking components

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Fiber Customer Support Analyst, you will have access to training and development programs, mentorship opportunities, and career advancement possibilities. You will be able to develop your technical skills, enhance your customer service skills, and learn about the latest technologies and trends in the industry.

Training and Development Programs

• Technical training programs to enhance your knowledge of hardware, software, and networking components
• Customer service training programs to develop your communication and problem-solving skills
• Mentorship opportunities to learn from experienced professionals in the field
• Career advancement possibilities to move into leadership roles or specialized positions

Work Environment and Company Culture

At blithequark, we are proud of our collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We celebrate our employees' differences and are committed to diversity and inclusion. Our team is a community of people who anticipate, lead, and believe in the power of connection. As a Fiber Customer Support Analyst, you will be working from home with occasional in-person trainings and meetings, and you will be part of a dynamic team that is passionate about delivering exceptional customer experiences.

Company Culture Highlights

• A collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging
• A commitment to diversity and inclusion, celebrating our employees' differences
• A dynamic team that is passionate about delivering exceptional customer experiences
• Opportunities for growth and development, including training and development programs and career advancement possibilities

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary range of $670.00 to $1,774.50 weekly, depending on your location and confirmed job-related skills and experience. We also offer a range of perks and benefits, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. As a Fiber Customer Support Analyst, you will be eligible for our award-winning total rewards package, which is designed to help you move forward in your career and in areas of your life outside of blithequark.

Compensation and Benefits Highlights

• A competitive compensation package, including a salary range of $670.00 to $1,774.50 weekly
• A range of perks and benefits, including health and wellness benefits, 401(k) Savings Plan, and stock incentive programs
• Paid time off, adoption assistance, and tuition assistance
• An award-winning total rewards package, designed to help you move forward in your career and in areas of your life outside of blithequark

Conclusion

If you are passionate about technology, customer service, and making a difference, we invite you to join our team as a Fiber Customer Support Analyst at blithequark. As a member of our team, you will have the opportunity to deliver exceptional customer experiences, develop your technical skills, and grow in your career. You will be part of a dynamic team that is passionate about connection and committed to diversity and inclusion. Apply now to join our team and start your journey with blithequark!