Brightspeed

Technical Support Specialist

Brightspeed

full-time

Posted on:

Location Type: Remote

Location: Charlotte • North Carolina • United States

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Job Level

Junior

Tech Stack

VoIP

About the role

  • Taking phone calls and chats from technicians and other business partners
  • Assisting with resolving issues related to installation/change service orders and system fallout
  • Answering questions, analyzing problems, and removing obstacles preventing excellent customer experience
  • Maintaining data integrity of inventory systems
  • Partnering with all affiliate business units to maintain necessary network information
  • Responding to various Service queues as required to meet objectives and SLA agreements
  • Handling customer record assignments for all fiber orders
  • Maintaining detailed records of actions taken on orders, including facility changes and reported issues
  • Participating in specialized task or focus groups to efficiently support company direction
  • Staying informed and knowledgeable of all departmental Methods and Procedures
  • Increasing personal technical knowledge about Brightspeed’s products
  • Other duties as assigned to meet departmental needs

Requirements

  • MUST RESIDE IN NORTH CAROLINA
  • High School Diploma/GED or equivalent experience
  • Vocational training in a related field, i.e.; computerized records management
  • One to two years of telecommunications experience or network fundamentals
  • Fluent skills in Excel including building spreadsheets and using macros
  • Experience working with construction prints, cut sheets, cable schematics, location records/maps and/or Central Office equipment records
  • Working knowledge of technical requirements associated with service offerings, such as FTTP, Data, VOIP, etc.
  • Demonstrated ability to grasp new and complex concepts quickly
  • Experience that demonstrates excellent interpersonal and communication skills
  • Experience with Microsoft Suite including TEAMS, Outlook and other communication platforms
  • Strong analytical and problem-solving skills
  • Strong organizational, attention to detail, and time management skills
  • Ability to work various shifts, including weekends and holidays
  • Ability to work Overtime as needed by the business
Benefits
  • Competitive medical, dental, vision, and life insurance
  • Employee assistance program
  • 401K plan with company match
  • Host of voluntary benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Excelspreadsheetsmacrostelecommunicationsnetwork fundamentalsFTTPDataVOIPconstruction printscable schematics
Soft Skills
interpersonal skillscommunication skillsanalytical skillsproblem-solving skillsorganizational skillsattention to detailtime management skillsability to grasp new conceptsability to work various shiftsability to work overtime
Certifications
High School DiplomaGEDvocational training in computerized records management