Customer Support Technician - brightspeed : Job Details

Company Description At Brightspeed, we're on a mission to redefine the way people connect by delivering fast and reliable internet and exceptional customer service across twenty states in the Midwest and South. With backing from Apollo Global Management, we aim to transition from copper to fiber optic technologies, enhancing internet service delivery, especially in rural areas that have long been underserved. Join us in revolutionizing the fiber network and providing a customer experience that truly stands out.

Job Description Brightspeed is excited to invite a passionate Customer Support Technician to our dynamic team! In this role, you will handle the installation, maintenance, and troubleshooting of high-speed internet, video, and voice networks, as well as associated wiring and equipment. You'll be responsible for the upkeep and repair of outside plant facilities within designated service areas.

As a Customer Support Technician, your schedule may include varying shifts, mandatory overtime, weekends, and holidays.

Key Responsibilities:

• Install, maintain, and troubleshoot high-speed internet, video, and voice networks along with associated wiring and equipment.
• Perform maintenance and repairs on outside plant facilities.
• Engage in physical tasks such as climbing poles, digging to bury cable, and locating buried telephone cables.
• Adhere to all safety rules and regulations.
• Assist other technical personnel as needed.
• Support sales and marketing activities actively.
• Handle customer-facing responsibilities and direct sales referrals.

Qualifications:

To Be Considered:

• High School diploma or equivalent.
• Ability to distinguish colors on facilities.
• Capable of handling a 28-foot extension ladder and utility access hole covers.
• Willingness to complete training in service tech boot camp and various installation and repair processes.
• Basic computer skills, including proficiency in MS Office applications.
• Able to work in confined spaces and at heights.
• Comfortable working outdoors in varying weather conditions and hours.
• Valid driver's license with a satisfactory driving record.
• Positive demeanor and professionalism when communicating with customers.
• Dependability and accountability as a team member.
• Active listening and problem-solving abilities.
• A knack for asking relevant questions to clarify and resolve issues swiftly.
• A commitment to ongoing learning and skill enhancement.

Preferred Qualifications:

• Previous experience as a telecom operations technician in a customer-facing role.
• Training or certification in basic electricity or equivalent work experience.
• Experience in ADSL installation and repair.
• A+/Net+ certification.

This position is part of a bargaining unit and is represented by a union. Depending on the applicable collective bargaining agreement under which you may be hired, you may be required to join the union and pay dues or have the option to choose.

Why Join Us? We embody contemporary work practices that prioritize both employee connection and well-being. Recognized as a Top Workplace, our headquarters is located on the 7th floor of the Vantage South End - East Tower in Charlotte, NC. We champion hiring local talent and have positions that cater to remote, hybrid, and field-based work according to specific needs and individual circumstances. Our investment in technology ensures that our teams stay connected seamlessly.

We offer competitive compensation and a comprehensive benefits package. Our commitment extends to promoting wellness in physical, emotional, and financial health, featuring medical, dental, vision, life insurance, an employee assistance program, a 401K plan with company matching, and several voluntary benefits.

Diversity and Inclusion: We believe in being real, promoting authenticity in the workplace, which leads to a better environment for everyone. A diverse team allows us to be advocates for accessible, inclusive, and high-quality internet services, fostering equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer committed to the inclusion of all qualified individuals, including those with disabilities and veterans. If you need reasonable accommodation to complete an application or participate in the hiring process, please let us know.