Full-Time Technical Support Specialist

Brightspeed is looking for a Technical Support Specialist to join our team!

In this position you will be responsible for taking phone calls and chats from technicians and other business partners to assist with resolving issues related to installation/change service orders and system fallout.

Responsibilities:

1. Maintaining data integrity of inventory systems
2. Partnering with all affiliate business units to maintain necessary network information
3. Responding to various Service queues as required to meet objectives and SLA agreements
4. Handling customer record assignments for all fiber orders
5. Answering phone calls and chats from technicians and other business groups
6. Maintaining detailed records of the actions taken on orders including facility changes made, reported issues and completed solutions
7. Participating in specialized task or focus groups to efficiently support the direction of our company
8. Staying informed, knowledgeable, and flexible with all departmental Methods and Procedures
9. Increasing personal technical knowledge about Brightspeed’s offered products by reading publications, operating manuals, diagnostic information, and attending online educational courses
10. Other duties as assigned to meet the needs of the department

Qualifications:

• 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 that demonstrate ability to interpret and work with plant facilities and related inventory systems
• 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; ability to contribute positively to a team environment
• 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 with the ability to prioritize tasks
• Ability to work various shifts, including weekends and holidays
• Ability to work Overtime as needed by the business

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