Experienced Fiber Customer Support Analyst – Delivering Exceptional Technical Support and Customer Service in a Dynamic Call Center Environment

Welcome to arenaflex: Where Innovation Meets Customer Satisfaction At arenaflex, we empower people to live, work, and play by connecting them to what brings them joy. We're a community of innovators, creatives, and impact-makers who anticipate, lead, and believe that listening is where learning begins. Our team is built on a foundation of trust, community, and a passion for driving innovation and creativity in the world. If you're looking for a career where you can share your ideas freely, learn, grow, and thrive, you're in the right place. About the Role: Fiber Customer Support Analyst As a Fiber Customer Support Analyst at arenaflex, you'll be the face of our brand, providing exceptional technical support and customer service to our valued customers. You'll join a dynamic tech support team in a call center environment, where you'll help our customers with their voice, data, and video services. Your expertise will be instrumental in troubleshooting issues, answering technical questions, and delivering top-notch service that exceeds our customers' expectations. Key Responsibilities: Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their problems. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring seamless connectivity and optimal performance. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and collaborating with internal teams to resolve complex issues. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring a smooth and hassle-free experience. Communicating clearly and professionally, delivering technical and industry information in a manner appropriate to the audience, and adapting your communication style to meet the needs of diverse customers. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, demonstrating flexibility and a commitment to delivering exceptional customer service. What We're Looking for in a Candidate: To succeed as a Fiber Customer Support Analyst at arenaflex, you'll need a dedication to customer service excellence, amazing communication skills, and a positive, professional attitude. You'll thrive in a fast-paced work environment, enjoy helping customers connect to the digital world, and be passionate about delivering exceptional technical support and customer service. Essential Qualifications: A related Associate Degree or 2+ years of relevant experience in customer service, technical support, or a related field. Technical support call center experience, with a proven track record of delivering exceptional customer service and resolving complex technical issues. Strong communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. A positive, professional attitude, with a passion for delivering exceptional customer service and a commitment to continuous learning and improvement. Preferred Qualifications: Experience working in a call center environment, with a strong understanding of call center operations and metrics. Knowledge of communication and networking components, including fiber and copper networks, voice, data, and video services. Technical certifications or training in areas such as computer hardware, software, and networking. Experience working with customers in a remote or virtual environment, with a strong ability to build trust and rapport with customers through phone and digital channels. Career Growth Opportunities and Learning Benefits: At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Fiber Customer Support Analyst, you'll have access to a range of training and development opportunities, including technical training, soft skills development, and leadership development programs. You'll also have the opportunity to work with a talented and diverse team of professionals who are passionate about delivering exceptional customer service and driving innovation in the industry. Work Environment and Company Culture: At arenaflex, we're proud of 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. We're committed to creating a workplace where everyone feels valued, connected, and empowered to reach their potential and contribute their best. Compensation, Perks, and Benefits: At arenaflex, we offer a competitive compensation package that includes a range of benefits, such as health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. We're committed to helping our employees achieve their goals and pursue their passions, both in and out of the workplace. Conclusion: If you're looking for a career where you can make a real difference in people's lives, look no further than arenaflex. As a Fiber Customer Support Analyst, you'll have the opportunity to deliver exceptional technical support and customer service, work with a talented and diverse team of professionals, and contribute to a company that's driving innovation and creativity in the industry. Apply today to join our team and start your journey with arenaflex! Apply for this job