Customer Service Technician

About the position

Brightspeed is seeking a Customer Service Technician to perform installation, maintenance, and troubleshooting of high-speed internet, video, and voice networks. This role involves working with associated wiring and equipment, as well as maintaining and repairing outside plant facilities within designated service areas. The technician will be expected to work varying shifts, including mandatory overtime, weekends, and holidays, contributing to the company's mission of providing reliable internet connections and exceptional customer service.

Responsibilities

• Installing, maintaining, and troubleshooting high-speed internet, video, and voice networks including associated wiring and equipment.
• Performing maintenance and repair on outside plant facilities.
• Climbing poles and using tools to dig up and bury cable, working in utility access holes or controlled environmental vaults (CEV).
• 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.

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 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).

Nice-to-haves

• 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.

Benefits

• Competitive medical, dental, vision, and life insurance.
• Employee assistance program.
• 401K plan with company match.
• Voluntary benefits.