Customer Service Technician

Customer Service Technician

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.

Brightspeed is looking for a Customer Service Technician to join our team! As a Customer Service Technician, you will be performing installation, maintenance and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment. You will also be maintaining and repairing outside plant facilities within assigned geographic service areas. In this important role you may be required to work varying shifts that include mandatory overtime, weekends, and holidays. As a Customer Service Technician your responsibilities will include:

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

Qualifications

What it takes to catch our eye:

High School diploma or equivalent experience

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)

Bonus points for:

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)

A+/Net + Certified