Customer Service Technician

3 weeks ago

Wooster, Ohio, United States BrightSpeed Full time
Job Title: 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.

Job Summary:

We are seeking a highly skilled Customer Service Technician to join our team. As a Customer Service Technician, you will be responsible for performing installation, maintenance, and troubleshooting of high-speed internet, video, and voice networks, including associated wiring and equipment.

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 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).
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).
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.

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.

Diversity, equity, and inclusion 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/Veterans/Disabled.

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