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 providing the best network and entertainment services to our customers, and we are seeking a talented Fiber Customer Support Analyst to join our team. Job Overview As a Fiber Customer Support Analyst at blithequark, you will be responsible for providing exceptional technical support and customer service to our Fios customers. You will join a tech support team in a call center, where you will troubleshoot issues with hardware, software, applications, networks, or devices, and answer customer tech questions. Your goal will be to deliver outstanding customer experiences, ensuring that our customers are satisfied with our services and can fully utilize the benefits of our network. 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 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 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, to ensure that our customers receive the support they need, whenever they need it. Essential Qualifications To be successful in this role, you will need to have a dedication to customer service excellence, with 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 Technical support call center experience, with a proven track record of delivering exceptional customer service and technical support in a fast-paced environment. Knowledge of communication and networking components, including fiber and copper networks, and experience with troubleshooting and configuring customer equipment. Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions. Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions. Ability to work in a fast-paced environment, with a high volume of customer interactions, and to prioritize tasks and manage time effectively. Strong customer service skills, with a focus on delivering exceptional customer experiences and ensuring customer satisfaction. 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: Comprehensive training programs, to help you develop the skills and knowledge you need to succeed in your role. Ongoing coaching and mentoring, to help you continue to grow and develop in your career. Opportunities for advancement, to help you take your career to the next level. Access to a range of learning resources, including online courses and industry conferences, to help you stay up-to-date with the latest developments in the field. Work Environment and Company Culture At blithequark, we are proud of our collaborative and inclusive work environment, where everyone feels valued, connected, and empowered to reach their potential and contribute their best. We celebrate our employees' differences, and are committed to creating a workplace culture that is diverse, equitable, and inclusive. Our company culture is built on a set of core values, including a commitment to innovation, customer focus, and teamwork, and we are looking for employees who share these values and are passionate about delivering exceptional customer experiences. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary range of $670.00 to $1,774.50 per week, depending on your location and confirmed job-related skills and experience. We also offer a range of perks and benefits, including health and wellness benefits, a 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. Our award-winning total rewards package is designed to help you move forward in your career, and in areas of your life outside of blithequark. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional technical support and customer service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Fiber Customer Support Analyst, you will play a critical role in ensuring that our customers receive the support they need, whenever they need it, and you will have the opportunity to grow and develop your career in a dynamic and supportive environment. Don't miss out on this chance to join a leading telecommunications company and take your career to the next level – apply today! Apply for this job