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Customer Service Technician

2 months ago

Charlottesville, Virginia, United States Brightspeed Full time
Job Summary

Brightspeed is seeking a skilled Customer Service Technician to perform installation, maintenance, and troubleshooting of high-speed internet, video, and voice networks. The ideal candidate will have a strong understanding of telecommunications systems and be able to work effectively in a fast-paced environment.

Key Responsibilities
  • Install, maintain, and troubleshoot high-speed internet, video, and voice networks, including associated wiring and equipment.
  • Perform maintenance and repair on outside plant facilities.
  • Climb poles, use a shovel and pick to dig up and bury cable, work in utility access holes or controlled environmental vaults (CEV), and locate buried telephone cables.
  • Observe all safety rules and regulations.
  • Assist other technical personnel in the performance of their duties when requested.
  • Actively support sales and marketing-related activities.
  • Direct 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 (attics, crawl spaces, utility holes).
  • Ability to work aloft (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
  • 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 Required Soft Skills.

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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