Experienced Full Stack Fiber Customer Support Analyst – Exceptional Technical Support and Customer Service in a Remote Work Environment

Join the blithequark Team: Where Innovation Meets Customer Delight

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 network and entertainment services. Our team is built on a culture of innovation, creativity, and community, where every individual can learn, grow, and thrive. We're looking for talented professionals like you to join our V Team and be part of a community that anticipates, leads, and believes in the power of listening.

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 customer tech questions. Your exceptional communication skills, positive attitude, and technical expertise will make you a valuable asset to our team.

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 support specialists.
• 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 professional with excellent communication skills and a positive, professional attitude. You'll thrive in a fast-paced work environment, enjoying the challenge of helping our customers connect to the digital world. If you have a passion for technology, customer service, and problem-solving, we'd love to hear from you!

Essential Qualifications:

• A related Associate Degree or 2+ years of relevant experience in technical support, customer service, or a related field.
• Technical support call center experience, preferably in a telecommunications or network services environment.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and senior technical support specialists.
• A strong analytical and problem-solving mindset, with the ability to troubleshoot technical issues and provide effective solutions.

Preferred Qualifications:

• Experience with fiber optic networks, voice, data, and video services, and customer equipment configuration.
• Familiarity with industry-standard technical support tools, software, and hardware.
• Certifications or training in technical support, customer service, or a related field.

Work Environment and Culture:

At blithequark, we pride ourselves on our collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our award-winning total rewards package includes health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance.

Remote Work Arrangement:

This is a remote role, where you'll work from home with occasional in-person trainings and meetings. You'll need to live within 75 miles of the current reporting location for the life of the contract and be available to attend team huddles, meetings, and other in-person events as required.

Compensation and Benefits:

We offer a competitive compensation package, with a weekly salary range of $670.00 to $1,774.50, depending on location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more. Our benefits package includes:

• Health and wellness benefits, including medical, dental, and vision coverage.
• 401(k) Savings Plan with company match.
• Stock incentive programs.
• Paid time off, including vacation, sick leave, and holidays.
• Adoption assistance and tuition assistance.

Why Join blithequark?

At blithequark, we're committed to empowering our employees to reach their full potential and contribute their best. We offer a dynamic work environment, opportunities for growth and development, and a culture that values diversity, inclusion, and community. If you're passionate about customer service, technology, and innovation, we encourage you to apply for this exciting opportunity to join our team!