Experienced Full Stack Fiber Customer Support Analyst – Exceptional Technical Support and Customer Service in a Remote Work Environment

Join the blithequark Team: Where Innovation Meets Customer Delight

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 creativity in the telecommunications industry. We're seeking a highly skilled and customer-focused Fiber Customer Support Analyst to join our team, working remotely with occasional in-person trainings and meetings.

About blithequark

blithequark is a leading telecommunications company that powers and empowers people to connect with what brings them joy. Our team is built on a culture of anticipation, leadership, and a commitment to listening and learning. We believe in fostering a sense of community, lifting our customers and communities, and building trust in everything we do.

Job Summary

As a Fiber Customer Support Analyst at blithequark, you'll be part of a tech support team in a call center, providing exceptional technical support and customer service to our Fios customers with their voice, data, and video services. You'll troubleshoot issues in hardware, software, applications, networks, or devices, and answer 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 support.
• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network.
• Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating issues as needed.
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment.
• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience.
• Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business.

What We're Looking For

We're seeking a highly skilled and customer-focused Fiber Customer Support Analyst with:

• 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 and enjoy helping customers connect to the digital world.

Preferred Qualifications

• A related Associate Degree or 2+ years of relevant experience in technical support or a related field.
• Technical support call center experience, preferably in a telecommunications or fiber-optic industry.

Skills and Competencies

To succeed in this role, you'll need:

• Excellent communication and interpersonal skills.
• Strong technical skills, including knowledge of communication and networking components.
• The ability to analyze and troubleshoot technical issues.
• A customer-centric approach with a focus on delivering exceptional service.
• Flexibility to work in a fast-paced environment with varying shifts.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. You'll have access to:

• Comprehensive training programs to enhance your technical and customer service skills.
• Opportunities for career advancement and professional growth.
• A collaborative and inclusive work environment that encourages learning and innovation.

Work Environment and Company Culture

We offer a remote work environment with occasional in-person trainings and meetings. Our company culture is built on:

• A commitment to diversity, equity, and inclusion.
• A focus on employee well-being and work-life balance.
• A culture of recognition and rewards for outstanding performance.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range of $670.00 to $1,774.50 weekly, depending on location and experience.
• An incentive-based position with the potential to earn more.
• A comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance.

Equal Employment Opportunity

blithequark is an equal opportunity employer, committed to diversity 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 exceptional customer experiences and have a knack for technical problem-solving, we encourage you to apply for this exciting opportunity at blithequark. Please submit your application, including your resume and a cover letter, to join our team and start your journey with us!