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 thrives on diverse perspectives, believes in the power of listening, and is dedicated to making a positive impact. If you're looking for a career that offers more than just a job – a place where your ideas are valued, and your growth is nurtured – you're in the right place.

About the Role

As a Fiber Customer Support Analyst at blithequark, you'll be at the forefront of delivering exceptional technical support and customer service to our Fios customers. You'll be part of a dynamic team based in a call center environment, dedicated to resolving customer inquiries and issues related to voice, data, and video services. Your expertise will be crucial in troubleshooting a wide range of technical issues, from hardware and software problems to network and device malfunctions. It's a role that requires not just technical knowledge but a passion for helping others and a commitment to excellence.

Key Responsibilities

• Responding to customer inquiries and trouble reports via incoming calls, providing timely and effective solutions.
• Offering comprehensive support for Voice, Data, and Video services, ensuring customers can fully utilize their fiber and/or copper network services.
• Analyzing and isolating trouble conditions to identify root causes and implementing appropriate resolutions.
• Utilizing in-depth knowledge of communication and networking components to configure customer equipment and resolve complex technical issues.
• Communicating technical information clearly and professionally to customers, tailoring your approach to their level of understanding.
• Adapting to a flexible scheduling environment that may include evenings, weekends, holidays, and unscheduled shifts as required by business needs.

What We're Looking For

We're seeking individuals with a strong dedication to customer service, excellent communication skills, and a positive, professional attitude. You should be someone who thrives in fast-paced environments and is passionate about helping customers navigate the digital world. While specific qualifications can vary, having a related Associate Degree or 2+ years of relevant experience is a plus. Technical support call center experience is also highly valued.

Essential Qualifications

• A commitment to delivering exceptional customer service.
• Excellent communication and interpersonal skills.
• The ability to work effectively in a fast-paced, dynamic environment.
• A positive and professional attitude, with a customer-centric approach.
• Residing within 75 miles of the current reporting location for the duration of the contract.

Preferred Qualifications

• A related Associate Degree.
• 2+ years of relevant experience in a technical support role.
• Previous experience working in a technical support call center.

Skills and Competencies

To succeed in this role, you'll need a blend of technical knowledge and soft skills. This includes a strong understanding of communication and networking components, the ability to analyze and troubleshoot complex technical issues, and excellent problem-solving skills. Equally important are your interpersonal skills – the ability to communicate effectively with customers, empathize with their concerns, and provide solutions that meet their needs.

Career Growth and Learning Opportunities

At blithequark, we're committed to the growth and development of our team members. As a Fiber Customer Support Analyst, you'll have access to comprehensive training programs designed to enhance your technical skills and customer service abilities. You'll also have opportunities to advance within the company, taking on new challenges and responsibilities as you grow in your career.

Work Environment and Company Culture

This is a remote role that offers the flexibility of working from home, with occasional in-person trainings and meetings. Our culture is built on a foundation of inclusivity, diversity, and collaboration. We celebrate our employees' differences and are committed to creating an environment where everyone feels valued, connected, and empowered to contribute their best.

Compensation, Perks, and Benefits

We offer a competitive compensation package that reflects your skills, experience, and location. For this role, the compensation range for full-time positions is between $670.00 and $1,774.50 weekly, with the potential for additional earnings through incentive programs. Our benefits package is designed to support your overall well-being and career development, including health and wellness benefits, a 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance.

Join the blithequark Team

If you're passionate about delivering exceptional customer service, have a knack for technical troubleshooting, and are looking for a career that offers growth and development opportunities, we encourage you to apply. At blithequark, we're proud to be an equal opportunity employer, celebrating diversity and committed to creating an inclusive environment. Check out our diversity and inclusion page to learn more about our culture and values.

Don't miss this opportunity to be part of a team that's shaping the future of telecommunications and making a difference in the lives of our customers. Apply now to join the blithequark team as a Fiber Customer Support Analyst and start your journey towards a rewarding and challenging career.