Experienced Full Stack Fiber Customer Support Analyst – Exceptional Technical Support and Customer Service in Fiber Network Services

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. As a leader in the telecommunications industry, we're dedicated to delivering exceptional customer experiences through our cutting-edge fiber network services. Our team is built on a culture of innovation, creativity, and community, where every individual can learn, grow, and thrive. We're looking for talented professionals like you to join our V Team and be part of a community that anticipates, leads, and believes in the power of listening.

About the Role: Fiber Customer Support Analyst

As a Fiber Customer Support Analyst at blithequark, you'll be the face of our company, providing top-notch technical support and customer service to our Fios customers. You'll work in a dynamic call center environment, troubleshooting issues with voice, data, and video services, and answering technical questions from customers. Your exceptional communication skills, positive attitude, and technical expertise will make you a valuable asset to our team.

Key Responsibilities:

• Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their technical issues.
• Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring seamless connectivity and entertainment experiences.
• Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and escalating complex issues to senior technical teams.
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring optimal performance and functionality.
• Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and providing exceptional customer service.
• Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, ensuring 24/7 support for our customers.

What We're Looking For:

We're seeking a dedicated and customer-focused professional with excellent communication skills and a positive, professional attitude. You'll thrive in a fast-paced work environment, enjoying the challenge of helping our customers connect to the digital world. If you have a passion for technology, customer service, and problem-solving, we'd love to hear from you!

Essential Qualifications:

• A strong commitment to customer service excellence and a desire to deliver exceptional experiences.
• Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical audiences.
• A positive and professional attitude, with a willingness to work in a fast-paced environment.

Preferred Qualifications:

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

Career Growth Opportunities and Learning Benefits:

At blithequark, we're committed to helping our employees grow and develop their skills. We offer a range of training programs, mentorship opportunities, and career advancement paths to help you achieve your goals. Our employees enjoy:

• Comprehensive training programs to enhance technical and customer service skills.
• Mentorship opportunities with experienced professionals.
• Career advancement paths and opportunities for growth.
• A collaborative and inclusive work environment that encourages authenticity and fosters a sense of belonging.

Work Environment and Company Culture:

At blithequark, we pride ourselves on a culture of innovation, creativity, and community. Our employees enjoy:

• A remote work environment with occasional in-person trainings and meetings.
• A flexible and supportive work environment that encourages work-life balance.
• A diverse and inclusive workplace that celebrates differences and promotes equality.

Compensation, Perks, and Benefits:

We offer a comprehensive total rewards package, including:

• Competitive salary ranges: $707.50 - $1,804.50 weekly (dependent on location and experience).
• Health and wellness benefits.
• 401(k) Savings Plan and stock incentive programs.
• Paid time off and adoption assistance.