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.

Your responsibilities include:

• Maintaining data integrity of inventory systems
• Partnering with affiliate business units to maintain network information
• Responding to service queues to meet objectives and SLA agreements
• Handling customer record assignments for all fiber orders
• Answering phone calls and chats from technicians and other business groups
• Maintaining detailed records of actions taken on orders, including facility changes, reported issues, and completed solutions
• Participating in task or focus groups to support company direction
• Staying informed and knowledgeable about departmental methods and procedures
• Increasing technical knowledge about Brightspeed's products by reading publications, manuals, and attending courses
• Performing other duties as assigned

Qualifications:

• High School Diploma/GED or equivalent
• Vocational training in a related field (e.g., computerized records management)
• 1-2 years of telecommunications experience or network fundamentals
• Fluent in Excel (including spreadsheets and macros)
• Experience with construction prints, cut sheets, cable schematics, location records/maps, and/or Central Office equipment records
• Working knowledge of technical requirements for service offerings (e.g., FTTP, Data, VoIP)
• Ability to grasp new and complex concepts quickly
• Excellent interpersonal and communication skills
• Experience with Microsoft Suite (Teams, Outlook)
• Strong analytical and problem-solving skills
• Strong organizational skills, attention to detail, and time management
• Ability to work various shifts, including weekends and holidays
• Ability to work overtime

Bonus Points:

• Associate degree in Electronics/Communications/Computer Science
• Working knowledge of advanced data and video elements
• Proficient use of Excel and macro creation
• Knowledge of inventory/assignment systems (e.g., BOSS, MARTENS, Optius/Odin, DOCS/Ensemble)

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