Full-Time Technical Support Specialist

Brightspeed is seeking a Technical Support Specialist to join our team.

In this role, you will handle incoming calls and chats from technicians and business partners to resolve issues related to installation/change service orders and system problems.

Responsibilities include:

• Maintaining inventory system data integrity.
• Partnering with affiliates to maintain network information.
• Responding to service queues to meet objectives and service level agreements (SLAs).
• Handling customer record assignments for fiber orders.
• Answering phone calls and chats.
• Documenting actions taken on orders, including facility changes, reported issues, and solutions.
• Participating in specialized task forces.
• Staying updated on departmental methods and procedures.
• Expanding technical knowledge about Brightspeed's products.
• Other duties as assigned.

Qualifications:

• Must reside in North Carolina.
• 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 spreadsheets and macros.
• Experience with construction prints, cut sheets, cable schematics, location records/maps, and/or Central Office equipment records.
• Knowledge of technical requirements for service offerings (e.g., FTTP, Data, VOIP).
• Ability to grasp new and complex concepts quickly.
• Strong interpersonal and communication skills.
• 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 as needed.

Bonus Points:

• Associate degree in Electronics/Communications/Computer Science.
• Working knowledge of advanced data and video elements.
• Proficient use of Excel and macros/formulas.
• Knowledge of inventory/assignment systems.

Additional Notes:

• This position is part of a bargaining unit and union represented.
• Employment terms may include union membership requirements.

Why Join Us?

• Brightspeed is a top workplace.
• Competitive compensation and benefits.
• Focus on diversity, equity, and inclusion.

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