Experienced Full Stack Fiber Customer Support Analyst – Technical Support and Customer Service for Voice, Data, and Video Services

Join the blithequark Team: Where Innovation Meets Customer Excellence

At blithequark, we're passionate about empowering people to live, work, and play in a connected world. Our mission is to provide exceptional technical support and customer service, driving innovation and impact in the communities we serve. As a Fiber Customer Support Analyst, you'll be at the forefront of delivering outstanding experiences for our Fios customers, helping them navigate the digital world with ease.

About blithequark

blithequark is a leading provider of communication and entertainment services, dedicated to connecting people to what brings them joy. Our team is built on a culture of innovation, creativity, and customer obsession. We believe in fostering a sense of community, where everyone can learn, grow, and thrive. As a member of the blithequark team, you'll be part of a dynamic and supportive environment that values diversity, inclusion, and authenticity.

Job Summary

We're seeking an experienced Fiber Customer Support Analyst to join our technical support team in a call center environment. As a Fiber Customer Support Analyst, you'll provide exceptional technical support and customer service to our Fios customers, troubleshooting issues with voice, data, and video services. If you're passionate about delivering outstanding customer experiences and have a strong technical background, we want to hear from you!

Key Responsibilities

• Answer incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective support.
• Provide customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network.
• Perform analysis and isolation of trouble conditions, creating and sorting trouble reports as needed.
• Utilize knowledge of communication and networking components to provide customers with service support and configuration of customer equipment.
• Communicate clearly and professionally, delivering technical/industry information in a manner appropriate to the audience.
• Work evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business.

What We're Looking For

To succeed in this role, you'll need:

• A dedication to customer service excellence with amazing communication skills and a positive, professional attitude.
• The ability to thrive in a fast-paced work environment, with a passion for helping customers connect to the digital world.

Even better if you have:

• A related Associate Degree or 2+ years of relevant experience in a technical support or customer service role.
• Technical support call center experience, with a strong understanding of communication and networking components.

Skills and Competencies

To excel in this role, you'll need:

• Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• A customer-centric approach, with a passion for delivering outstanding customer experiences.
• The ability to work in a fast-paced environment, with a focus on adaptability and flexibility.

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'll have access to:

• Comprehensive training programs, designed to help you develop your technical and customer service skills.
• Career advancement opportunities, with a clear path for growth and development.
• A collaborative and inclusive work environment, with a focus on diversity, equity, and inclusion.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote employee, you'll have the flexibility to work from home, with occasional in-person trainings and meetings. Our company culture is built on:

• A commitment to diversity, equity, and inclusion, with a focus on fostering a sense of belonging.
• A passion for innovation and creativity, with a focus on driving impact in the communities we serve.
• A customer-centric approach, with a focus on delivering outstanding customer experiences.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Competitive salary, with a range of $632.00 to $1,770.50 weekly, depending on location and experience.
• An award-winning total rewards package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance.
• A flexible work environment, with the opportunity to work from home and occasional in-person trainings and meetings.

Equal Employment Opportunity

blithequark is an equal opportunity employer, committed to diversity, equity, and inclusion. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

How to Apply

If you're passionate about delivering outstanding customer experiences and have a strong technical background, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to join our team and start making a difference in the lives of our customers.