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

Introduction to blithequark and the Industry At blithequark, we empower how people live, work, and play by connecting them to what brings them joy. We are driven by innovation, creativity, and impact, and our team is a community of people who anticipate, lead, and believe that listening is where learning begins. The telecommunications industry is rapidly evolving, with a growing demand for reliable and efficient network services. As a leader in this field, blithequark is committed to delivering exceptional customer experiences and staying at the forefront of technological advancements. Job Overview As a Fiber Customer Support Analyst at blithequark, you will be part of a dynamic call center team that provides 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. If you have a passion for delivering exceptional customer experiences and a knack for technical problem-solving, 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 configuration of customer equipment and troubleshooting of hardware, software, and network issues. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating complex issues to senior technical support teams as needed. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, and communicating clearly and professionally to deliver technical and industry information in a manner appropriate to the audience. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, and being flexible and adaptable in a fast-paced call center environment. Essential Qualifications To be successful in this role, you will 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 required. Preferred Qualifications Technical support call center experience, with a proven track record of delivering exceptional customer experiences and resolving complex technical issues. Knowledge of communication and networking components, including fiber and copper networks, and experience with troubleshooting and configuring customer equipment. Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. A positive and professional attitude, with a strong focus on customer satisfaction and a willingness to go above and beyond to resolve customer issues. Skills and Competencies To excel in this role, you will have a range of skills and competencies, including: Strong technical problem-solving skills, with the ability to analyze complex issues and develop effective solutions. Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. A strong focus on customer satisfaction, with a willingness to go above and beyond to resolve customer issues and deliver exceptional customer experiences. The ability to work in a fast-paced call center environment, with a high volume of customer interactions and a range of technical issues to resolve. A positive and professional attitude, with a strong work ethic and a commitment to delivering high-quality results. Career Growth Opportunities and Learning Benefits At blithequark, 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 achieve your career goals. These include: Ongoing training and development programs, to help you build your technical skills and knowledge and stay up-to-date with the latest industry trends and technologies. Opportunities for career advancement, with a range of roles and responsibilities available across the organization. A supportive and collaborative work environment, with a strong focus on teamwork and mutual respect. A range of employee benefits, including health and wellness programs, 401(k) savings plans, and paid time off. Work Environment and Company Culture At blithequark, 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, where everyone feels valued, connected, and empowered to contribute their best. Our company culture is built on a range of values, including: A strong focus on customer satisfaction, with a commitment to delivering exceptional customer experiences. A culture of innovation and creativity, with a willingness to try new things and take calculated risks. A supportive and collaborative work environment, with a strong focus on teamwork and mutual respect. A commitment to diversity and inclusion, with a range of programs and initiatives to promote diversity and inclusion across the organization. Compensation, Perks, and Benefits At blithequark, we offer a range of compensation, perks, and benefits to our employees, including: A competitive salary range, with opportunities for career advancement and growth. A range of employee benefits, including health and wellness programs, 401(k) savings plans, and paid time off. Ongoing training and development programs, to help you build your technical skills and knowledge and stay up-to-date with the latest industry trends and technologies. A supportive and collaborative work environment, with a strong focus on teamwork and mutual respect. Conclusion If you are a motivated and customer-focused individual with a passion for technical problem-solving, we encourage you to apply for this exciting opportunity to join our team as a Fiber Customer Support Analyst. At blithequark, we are committed to delivering exceptional customer experiences and staying at the forefront of technological advancements, and we look forward to welcoming you to our team. Apply for this job