Customer Service Technician

Summary

Join Brightspeed as a Customer Service Technician and contribute to our mission of providing fast, reliable internet. You will install, maintain, and troubleshoot high-speed internet, video, and voice networks. This role involves both indoor and outdoor work, including climbing poles and working in various weather conditions. The position requires a high school diploma or equivalent, specific physical abilities, and successful completion of training. Brightspeed offers competitive compensation, comprehensive benefits, and a commitment to diversity and inclusion.

Requirements

• High School diploma (or equivalent) or higher
• Ability to distinguish colors on facilities
• Ability to handle 28 foot extension ladders (up to 75 lbs. routine work) and utility access hole covers (up to 150 lbs.)
• Ability to successfully complete service tech boot camp training, POTS/DSL installation/repair, cable splicing/maintenance, basic transmissions, air pressure, and HSI installations (self and full)
• Basic computer skills including MS Office applications
• Ability to work in confined spaces (e.g. attics, crawl spaces, utility holes)
• Ability to work aloft (e.g. ladder)
• Ability to work outside in all weather conditions and at various hours of the day/night
• A valid driver’s license and satisfactory driving record
• Positive and professional appearance and demeanor when communicating the company’s products and services to our customers
• Accountability/dependability (on time and on load when scheduled and serve on call as needed)
• Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures)
• Active Listening (ability to take input from customers, APS and co-workers to problem solve and improve skills)
• Ability to ask relevant questions to ensure problems are resolved quickly or to clarify information or directions
• Active Learning (curious seeker of added information and actively works to improve skills and knowledge)

Responsibilities

• Installing, maintaining, and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment
• Performing maintenance and repair on outside plant facilities
• Climbing poles, using a shovel and pick to dig up and bury cable, working in utility access holes or controlled environmental vaults (CEV), and locating buried telephone cables
• Observing all safety rules and regulations
• Assisting other technical personnel in the performance of their duties when requested
• Actively supporting sales and marketing related activities
• Directing customer facing work and sales referrals

Preferred Qualifications

• Prior experience as a customer facing telecom operations technician
• Basic electricity training/certification or documented equivalent work experience
• ADSL installation/repair experience (self/full installs)

Benefits

• Competitive medical, dental, vision, and life insurance
• An employee assistance program
• A 401K plan with company match
• A host of voluntary benefits
• Paid time off programs