Full-Time Technical Support Specialist

Brightspeed is seeking a Technical Support Specialist to join their team! This role involves handling phone calls and chats from technicians and business partners to resolve issues related to installation, service changes, and system outages.

Responsibilities include:

• Resolving customer issues and answering questions related to installation/change service orders and system fallout.
• Maintaining inventory system data integrity.
• Collaborating with affiliate business units to maintain network information.
• Responding to service queues to meet objectives and SLAs.
• Handling customer records for fiber orders.
• Recording actions taken on orders (facility changes, reported issues, solutions).
• Participating in task/focus groups for company direction.
• Staying informed about departmental methods and procedures and increasing technical product knowledge.
• Other duties as assigned.

Qualifications:

• Must reside in Missouri.
• 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.
• Proficiency in Excel, including spreadsheet creation and macro use.
• 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 (FTTP, Data, VoIP).
• Ability to quickly grasp new, complex concepts.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft Suite (Teams, Outlook).
• 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.

Bonus Points:

• Associate degree in Electronics/Communications/Computer Science.
• Working knowledge of advanced data and video elements (remote devices, access devices, FTTP/FTTC).
• Proficiency in Excel macro creation and complex formula use.
• Working knowledge of inventory/assignment systems (BOSS, MARTENS, Optius/Odin, DOCS/Ensemble).

What is the last date for applying to the job?

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