Fiber Customer Support Analyst - Connecting Customers to the Future of Telecommunications at blithequark

Join the blithequark Team: Empowering Connections, Enriching Lives

At blithequark, we're not just about providing network and entertainment services; we're about creating a world where technology seamlessly integrates into everyday life, enhancing how people live, work, and play. Our team is built on a foundation of innovation, creativity, and a deep commitment to customer satisfaction. We're a community that values diverse perspectives, encourages growth, and thrives on the belief that listening is the cornerstone of learning and progress.

About the Role: Your Impact at blithequark

As a Fiber Customer Support Analyst at blithequark, you'll be at the forefront of delivering exceptional technical support and customer service to our valued Fios customers. Your role will be pivotal in troubleshooting issues related to voice, data, and video services, ensuring that our customers enjoy uninterrupted connectivity and entertainment. You'll be part of a dynamic team operating in a call center environment, where your technical expertise and interpersonal skills will make a tangible difference in the customer experience.

Key Responsibilities: The Heart of Your Role

• Responding to incoming customer calls regarding order inquiries and trouble reports with professionalism and technical acumen.
• Providing comprehensive support for Voice, Data, and Video services, leveraging knowledge of fiber and copper networks to resolve customer issues efficiently.
• Analyzing and isolating trouble conditions to create and sort trouble reports, ensuring a systematic approach to issue resolution.
• Utilizing in-depth knowledge of communication and networking components to configure customer equipment and offer tailored solutions.
• Communicating complex technical information in a clear, concise manner that is accessible to a diverse customer base.
• Adapting to a flexible scheduling environment that includes evenings, weekends, holidays, and unscheduled shifts as required by business needs.

What We're Looking For: Your Skills and Qualities

To thrive in this role, you'll need a passion for customer service excellence, coupled with outstanding communication skills and a positive, professional demeanor. The ability to navigate fast-paced environments and derive satisfaction from helping customers connect to the digital world is essential.

While not mandatory, having one or more of the following qualifications will make you an even more competitive candidate:

• A related Associate Degree or at least 2 years of relevant experience in a technical or customer support role.
• Previous experience working in a technical support call center, where you've honed your skills in issue resolution and customer interaction.

It's also crucial that you reside within a 75-mile radius of the current reporting location for the duration of the contract, as occasional in-person meetings and training sessions may be required.

Tests Required for the Role

To ensure the best fit for this position, candidates will be required to undertake the Computer & Internet Knowledge Test (210) and SACS HTML Results. Preparation is key, and test previews are available to help you assess your readiness.

Work Environment: Flexibility and Collaboration

This is a remote role that offers the flexibility of working from home, with the occasional requirement to attend in-person trainings and meetings. You'll be part of a distributed team that values collaboration, mutual support, and the sharing of ideas.

Scheduled Weekly Hours

The standard scheduled weekly hours for this position are 40 hours, providing a consistent and predictable work schedule.

Equal Employment Opportunity: Celebrating Diversity

At blithequark, we're proud to be an equal opportunity employer, embracing the diversity of our employees and the communities we serve. We foster an inclusive environment that encourages authenticity, promotes a sense of belonging, and empowers everyone to reach their full potential.

Benefits and Compensation: Investing in Your Future

Our comprehensive benefits package is designed to support your career growth and personal well-being. From health and wellness benefits to a 401(k) Savings Plan, stock incentive programs, paid time off, and assistance with adoption and tuition, we're committed to helping you move forward in all aspects of your life.

The compensation for this role varies by location, with a weekly salary range of between $670.00 and $1,774.50 for full-time positions in certain locations. This is an incentive-based position, offering the potential to earn more based on performance. For part-time roles, compensation will be adjusted according to the hours worked.

Why Join blithequark?

By joining blithequark, you're not just taking on a role; you're becoming part of a vibrant community that is shaping the future of telecommunications. You'll have the opportunity to develop your skills, contribute to innovative projects, and make a meaningful impact on our customers' lives. Our culture is built on trust, respect, and a shared commitment to excellence.

If you're passionate about delivering exceptional customer service, are eager to work in a dynamic and supportive environment, and are looking for a career that offers growth and fulfillment, we encourage you to apply for the Fiber Customer Support Analyst role at blithequark. Even if you don't meet every 'even better' qualification listed, we want to hear from you if you're excited about the prospect of joining our team.

Take the first step towards a rewarding career with blithequark. Apply now and discover how you can be part of our mission to empower connections and enrich lives through technology.