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 a community of innovators, creatives, and impact-driven individuals who anticipate, lead, and believe that listening is where learning begins. Our mission is to drive innovation, creativity, and impact in the world, and we are committed to making a positive difference in the lives of our customers and communities. The telecommunications industry is rapidly evolving, and at blithequark, we are at the forefront of this evolution, providing cutting-edge network and entertainment services to our customers. Job Overview As a Fiber Customer Support Analyst at blithequark, you will be part of a dynamic call center team that provides exceptional technical support and customer service to our Fios customers. You will be the primary point of contact for customers with questions or issues related to their voice, data, and video services. Your role will involve troubleshooting issues, answering technical questions, and providing service support to ensure that our customers have an outstanding experience with our services. 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 troubleshooting and resolving 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 configuration of customer equipment, including routers, modems, and other devices. Communicating clearly and professionally, delivering technical and industry information in a manner appropriate to the audience, and ensuring that customers are informed and empowered to use our services effectively. 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 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 in technical support or customer service is preferred, although not essential. Preferred Qualifications Technical support call center experience, with a proven track record of providing exceptional customer service and technical support in a fast-paced environment. Knowledge of communication and networking components, including fiber and copper networks, routers, modems, and other devices. Experience with troubleshooting and resolving technical issues, and a strong analytical and problem-solving skills. Excellent communication and interpersonal skills, with the ability to communicate complex technical information in a clear and concise manner. Skills and Competencies To succeed in this role, you will need to have a range of skills and competencies, including: Technical skills: knowledge of communication and networking components, including fiber and copper networks, routers, modems, and other devices. Customer service skills: excellent communication and interpersonal skills, with the ability to provide exceptional customer service and support in a fast-paced environment. Problem-solving skills: strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues effectively. Adaptability and flexibility: ability to work evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, and to be flexible and adaptable in a fast-paced call center environment. 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 succeed in your role and advance your career. These include: Training and development programs: comprehensive training and development programs to help you develop the skills and knowledge you need to succeed in your role and advance your career. Mentorship and coaching: mentorship and coaching from experienced professionals to help you develop your skills and knowledge and achieve your career goals. Career advancement opportunities: opportunities for career advancement and professional growth, including promotions, lateral moves, and new challenges and responsibilities. Work Environment and Company Culture At blithequark, we are proud of our diverse and inclusive workplace culture, and we are committed to creating an environment where all employees feel valued, connected, and empowered to contribute their best. Our work environment is dynamic and fast-paced, with a focus on innovation, creativity, and customer satisfaction. We offer a range of perks and benefits, including: Remote work options: the opportunity to work from home with occasional in-person trainings and meetings. Flexible scheduling: flexible scheduling to help you balance your work and personal life. Collaborative team environment: a collaborative and supportive team environment that encourages open communication, creativity, and innovation. Compensation, Perks, and Benefits At blithequark, 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: comprehensive health and wellness benefits, including medical, dental, and vision coverage. 401(k) Savings Plan: a 401(k) Savings Plan with company match to help you save for your future. Stock incentive programs: stock incentive programs to give you a stake in our company's success. Paid time off: paid time off, including vacation days, sick leave, and holidays. Conclusion If you are a motivated and customer-focused individual with a passion for 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 have the opportunity to make a real difference in the lives of our customers, while also developing your skills and advancing your career in a dynamic and fast-paced environment. Don't miss out on this chance to join our team and contribute to our mission of empowering how people live, work, and play. Apply now to take the first step towards an exciting and rewarding career at blithequark! Apply for this job