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

Introduction to arenaflex and the Industry arenaflex is a leading innovator in the telecommunications industry, empowering people to live, work, and play by connecting them to what brings them joy. We drive innovation, creativity, and impact in the world, and our team is a community of people who anticipate, lead, and believe that listening is where learning begins. At arenaflex, we power and empower how people live, work, and play, and we're committed to delivering exceptional customer experiences. The telecommunications industry is rapidly evolving, with new technologies and services emerging every day. As a Fiber Customer Support Analyst at arenaflex, you'll be at the forefront of this evolution, helping customers navigate the latest advancements in voice, data, and video services. Job Overview As a Fiber Customer Support Analyst at arenaflex, you'll be part of a dynamic call center team that provides exceptional technical support and customer service to our Fios customers. You'll troubleshoot issues with hardware, software, applications, networks, or devices, and answer customer tech questions, ensuring that our customers receive the best possible experience. Your dedication to customer service excellence, amazing communication skills, and positive, professional attitude 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 issues. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring that they can fully utilize our services. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating issues as necessary to ensure prompt resolution. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, helping them to get the most out of our services. Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and ensuring that customers understand the solutions and services we provide. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, ensuring that our customers receive support whenever they need it. Essential Qualifications To be successful in this role, 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 and enjoy helping our customers connect to the digital world. Preferred Qualifications Even better if you have one or more of the following: A related Associate Degree or 2+ years' relevant experience in customer service, technical support, or a related field. Technical support call center experience, with a proven track record of providing exceptional customer service and technical support. Skills and Competencies To excel in this role, you'll need: Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. Strong problem-solving and analytical skills, with the ability to troubleshoot issues and provide effective solutions. A positive, professional attitude, with a dedication to customer service excellence and a passion for helping others. The ability to work in a fast-paced environment, with a high volume of calls and a wide range of customer issues. Strong technical skills, with knowledge of communication and networking components, and the ability to learn and adapt to new technologies and services. 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: Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role. Ongoing coaching and feedback, to help you continuously improve your performance and achieve your goals. Opportunities for career advancement, with a range of roles and responsibilities available within the company. A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences. Work Environment and Company Culture At arenaflex, we're proud of our diverse and inclusive work environment, where everyone feels valued, connected, and empowered to reach their potential and contribute their best. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our company culture is built on a foundation of respect, empathy, and open communication, and we're committed to creating a workplace where everyone can thrive. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a range of perks and benefits designed to help you achieve your goals and enjoy a healthy work-life balance. These include: A competitive salary, with opportunities for bonuses and incentives based on performance. A comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. A range of perks and discounts, including discounts on our services and products, and access to exclusive employee events and activities. A supportive and collaborative work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences. Conclusion If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role in a dynamic and supportive environment, we encourage you to apply for the Fiber Customer Support Analyst position at arenaflex. With a range of training and development opportunities, a competitive compensation package, and a commitment to diversity and inclusion, we're confident that you'll find a career at arenaflex that's both fulfilling and rewarding. So why not join our team today and start delivering exceptional customer experiences that make a real difference in people's lives? Apply for this job