Technical Support Specialist

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

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. This position is responsible for answering questions, analyzing problems, and removing obstacles that prevent an excellent customer experience. 

As a Technical Support Specialist your responsibilities will include:

• RESIDING IN THE STATE OF NORTH CAROLINA
• Maintaining data integrity of inventory systems
• Partnering with all affiliate business units to maintain necessary network information
• Responding to various Service queues as required 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 the actions taken on orders including facility changes made, reported issues and completed solutions
• Participating in specialized task or focus groups to efficiently support the direction of our company
• Staying informed, knowledgeable, and flexible with all departmental Methods and Procedures
• Increasing personal technical knowledge about Brightspeed’s offered products by reading publications, operating manuals, diagnostic information, and attending online educational courses   
• Other duties as assigned to meet the needs of the department

WHAT IT TAKES TO CATCH OUR EYE: 

• MUST RESIDE IN NORTH CAROLINA
• 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

BONUS POINTS FOR:

• Associate degree in Electronics/Communications/Computer Science
• Working knowledge of advanced data and video elements, including remote devices, access devices, FTTP/FTTC, and various carrier systems, which are inventoried and used in the assignment process 
• Proficient use of Excel and demonstrates the ability to create macros and complex formulas
• Working knowledge of inventory/assignment systems such as BOSS, MARTENS, Optius/Odin, DOCS/Ensemble for managing and resolving tasks

This position is part of a bargaining unit and represented by a union.  Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b)  required to pay union dues, but not join the union as a condition of employment; or (c) free to choose whether to join the union, but if you do join the union you would be obligated to pay union dues.

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice