Clearwave Fiber

Analyst

• Support the 24/7 operations of our in-house Network Operations Center.
• Take ownership of escalated alerts and incidents, leading moderate to advanced troubleshooting efforts.
• Execute routine maintenance tasks such as firmware upgrades, system restarts, and backup validations.
• Identify and respond to recurring issues through log analysis, trend identification, and collaboration with engineering teams.
• Provide Tier 1 staff with mentoring and guidance in handling alarms, processes, and escalation paths.
• Collaborate cross-functionally with Platform, Engineering, and Field Ops to resolve customer-impacting issues.
• Maintain internal documentation including advanced runbooks, known error databases, and knowledge articles.
• Participate in post-incident reviews and contribute to root cause analysis efforts.

NOC Analyst II

Manager

• Establish and maintain relationships through face-to-face, video conference, and telephone meetings with municipalities, city councils, chambers of commerce, economic development councils, community and business leaders, etc. in current and future markets targeted for expansion
• Actively manage pipeline of prospective markets to understand opportunities and actions necessary to promote Clearwave Fiber and gain formal municipal approval for the Company’s fiber network expansion
• Assist in the negotiation of franchise and right-of-way agreements, including securing final prepared and signed documents, as well as fulfilment of any other market entry requirements
• Facilitate the formal handoff and transition of new markets and associated municipal relationships to market leaders and operational staff following market entry announcement
• Compile and analyze key learnings from municipal dialogues to provide actionable insights and recommendations to the Market Selection team as it relates to targeting other nearby markets
• Monitor previously approved markets within the build funnel for any relevant news or announcements, including potential overbuild competition or government funding opportunities
• Proactively identify and track both residential and commercial developments and edge-out opportunities
• Assist in the identification and evaluation of potential funding opportunities (i.e. government grants), as well as associated application processes
• Promote a positive image of the Clearwave Fiber brand and offering to local governments, prospective customers, press, real estate developers, and the broader business community
• Closely monitor competitors and other fiber overbuilders’ actions across our target market geographies and have a detailed understanding of the industry, market, and product/service trends affecting competitiveness, both short term and long term

Market Development Manager

Customer Support

• Own every customer interaction—calls, chats, and emails—and turn issues into solutions
• Support billing inquiries, service changes, payments, disconnects, and collections
• Educate customers on services, statements, upgrades, and self-service options
• De-escalate challenging conversations and set clear follow-up expectations
• Accurately enter data into CRM systems (e.g., Salesforce) and follow through
• Thrive in a metrics-driven environment focused on quality, speed, and service
• Collaborate across teams to ensure the best customer experience possible
• Stay engaged with admin functions between calls that keep operations running smooth

Customer Support Specialist

• Support high-priority processing tasks, assist during peak volumes, and cover critical functions when coverage is tight
• Provide backup support across Collections, Operational Audits, and Customer Support teams as needed
• Process administrative tasks including disconnection requests, referral and recapture programs, and promotional code applications
• Manage recurring administrative workflows and assist in manual processing tasks as assigned
• Conduct complex bill reviews and account corrections to ensure timely resolution of escalated customer issues
• Assist with system updates and corrections as part of legacy cleanup projects
• Support order entry and account corrections of Bulk and EMA MDU account types
• Enter and update customer data accurately across multiple systems
• Efficiently manage assigned workloads and meet task deadlines in a dynamic, fast-paced environment
• Demonstrate flexibility by adapting to shifting priorities and responding to leadership direction in real time to maintain optimal productivity
• Maintain a high level of confidentiality and accuracy in handling sensitive account information
• Demonstrate strong communication and collaboration skills with both internal teams and customers
• Project work as needed
• Keep knowledge base up to date

NOC Analyst II

Market Development Manager

Customer Support Specialist

Operations Support Specialist