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 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. The telecommunications industry is rapidly evolving, and we're at the forefront of this change. As a leader in the field, blithequark is committed to delivering exceptional customer experiences and staying ahead of the curve in terms of technology and innovation. Job Overview As a Fiber Customer Support Analyst at blithequark, you will be the face of our company, providing exceptional technical support and customer service to our valued customers. You will join a dynamic tech support team in a call center environment, where you will help our Fios customers with their voice, data, and video services. Your role will involve troubleshooting issues in hardware, software, applications, networks, or devices, and answering customer tech questions. If you're passionate about delivering outstanding customer experiences and have a knack for technical problem-solving, we want to hear from you. 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 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, ensuring that they have the best possible experience with our services. Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and ensuring that customers feel supported and informed throughout the troubleshooting process. 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. 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 is preferred, although not essential. Technical support call center experience is also desirable, although we provide comprehensive training to ensure that you have the skills and knowledge needed to succeed in this role. Preferred Qualifications A related Associate Degree or 2+ years of relevant experience in a technical support or customer service role. Technical support call center experience, preferably in a telecommunications or IT environment. Knowledge of communication and networking components, including hardware, software, and applications. Excellent problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions. Strong communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and other stakeholders. Skills and Competencies To succeed in this role, you will need to possess a range of skills and competencies, including: Technical skills: knowledge of communication and networking components, including hardware, software, and applications. Problem-solving skills: ability to analyze complex technical issues and develop effective solutions. Communication skills: ability to communicate clearly and professionally, both verbally and in writing. Interpersonal skills: ability to work effectively with customers, colleagues, and other stakeholders. Time management skills: ability to prioritize tasks and manage time effectively in a fast-paced environment. Adaptability: ability to adapt to changing circumstances and priorities, and to work effectively in a dynamic environment. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our employees grow and develop in their careers. As a Fiber Customer Support Analyst, you will have access to a range of training and development opportunities, including: Comprehensive training programs to help you develop the skills and knowledge needed to succeed in this role. Ongoing coaching and feedback to help you improve your performance and achieve your goals. Opportunities for career advancement, both within the customer support team and in other areas of the business. Access to a range of online learning resources and courses to help you develop new skills and expand your knowledge. Work Environment and Company Culture At blithequark, we're proud of our company culture and the values that underpin it. We believe in: Diversity and inclusion: we celebrate our employees' differences and believe that diversity makes us stronger. Collaboration and teamwork: we work together to achieve our goals and support each other in our roles. Innovation and creativity: we encourage our employees to think outside the box and come up with new and innovative solutions to problems. Customer focus: we're committed to delivering exceptional customer experiences and putting our customers at the heart of everything we do. Compensation, Perks, and Benefits At blithequark, we offer a range of compensation, perks, and benefits to our employees, including: Competitive salary and bonus structure. Comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, and stock incentive programs. Paid time off and adoption assistance. Tuition assistance and access to online learning resources. Opportunities for career advancement and professional development. Conclusion If you're passionate about delivering exceptional customer experiences and have a knack for technical problem-solving, we want to hear from you. As a Fiber Customer Support Analyst at blithequark, you will have the opportunity to work with a dynamic team, develop new skills, and advance your career. Don't miss out on this exciting opportunity – apply today to join our team and start your journey with blithequark. Apply for this job