Experienced Fiber Customer Support Analyst – Delivering Exceptional Technical Support and Customer Service in a Dynamic and Innovative Environment at arenaflex

Introduction to arenaflex and the Industry At arenaflex, we empower people to live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-driven individuals who anticipate, lead, and believe that listening is where learning begins. Our mission is to drive innovation, creativity, and impact in the world, and we are committed to making a positive difference in the lives of our customers and communities. The telecommunications industry is rapidly evolving, and at arenaflex, we are at the forefront of this evolution, providing cutting-edge network and entertainment solutions to our customers. Job Overview As a Fiber Customer Support Analyst at arenaflex, you will be part of a dynamic team that provides exceptional technical support and customer service to our Fios customers. You will be responsible for troubleshooting issues with voice, data, and video services, as well as answering customer tech questions and providing service support for our fiber and copper networks. If you are passionate about delivering outstanding customer experiences and have a strong technical background, we encourage you to apply for this exciting opportunity. Key Responsibilities Answering incoming calls from customers with order inquiries and/or trouble reports, and providing timely and effective solutions to their issues. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, including troubleshooting and resolving technical issues. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating complex issues to senior technical teams as needed. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, including routers, modems, and other devices. Communicating clearly and professionally, delivering technical and 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, and being flexible and adaptable in a fast-paced and dynamic environment. Essential Qualifications To be successful in this role, you will need to have a dedication to customer service excellence, amazing communication skills, and a positive, professional attitude. You will 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 in technical support or customer service is preferred, although not essential. Preferred Qualifications Even better if you have one or more of the following: A related Associate Degree or 2+ years of relevant experience in technical support or customer service. Technical support call center experience, particularly in the telecommunications industry. Knowledge of fiber and copper networks, as well as voice, data, and video services. Experience with troubleshooting and resolving technical issues, and a strong analytical and problem-solving skillset. Skills and Competencies To succeed in this role, you will need to have: Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. A strong technical background, with knowledge of communication and networking components, including routers, modems, and other devices. Ability to work in a fast-paced and dynamic environment, with a high level of flexibility and adaptability. Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues. A positive and professional attitude, with a dedication to delivering exceptional customer experiences. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits to help you succeed in your role and advance your career. These include: Comprehensive training programs, including technical training and soft skills development. Opportunities for career advancement, including promotions and lateral moves. A range of learning and development resources, including online courses and workshops. A supportive and collaborative work environment, with a strong focus on teamwork and knowledge-sharing. Work Environment and Company Culture At arenaflex, we are proud of our diverse and inclusive work environment, and we celebrate the differences that make our employees unique. We are committed to creating a collaborative and supportive work environment that encourages authenticity and fosters a sense of belonging. Our company culture is built on a set of core values that include: A commitment to innovation and creativity. A focus on delivering exceptional customer experiences. A dedication to diversity, equity, and inclusion. A strong emphasis on teamwork and collaboration. Compensation, Perks, and Benefits At arenaflex, we offer a range of compensation, perks, and benefits to our employees, including: A competitive salary range, with opportunities for bonuses and incentives. A comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, and stock incentive programs. Paid time off, adoption assistance, and tuition assistance. A range of perks and discounts, including discounts on our products and services. Conclusion If you are passionate about delivering exceptional customer experiences and have a strong technical background, we encourage you to apply for this exciting opportunity to join our team as a Fiber Customer Support Analyst at arenaflex. With a range of career growth opportunities, learning benefits, and a supportive and collaborative work environment, this is a great chance to take your career to the next level and make a positive difference in the lives of our customers and communities. Apply now to join our team and start your journey with arenaflex! Apply for this job