Lead Operations Analyst

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.

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The Lead Operations Analyst is responsible for creating and supporting technical support processes, testing procedures, troubleshooting flows and communications.

The ideal candidate will have an in-depth, working knowledge of technical support practices for voice and data services. This will include working knowledge of technologies including GPON, XGSPON, wi-fi, DSL and networking.

This role involves continuously looking for ways to remove roadblocks through technology and lean principles to streamline processes, automate daily tasks, improve quality, and reduce cost.

Key Responsibilities

• Develop technical support processes to support call center agents
• Support a repair call center as a Subject Matter Expert (SME) on topics including GPON, XGSPON, wi-fi, DSL and networking
• Communicate best practices to agents using both written and verbal presentations
• Collaborate with peers and cross function groups to develop integrated practices.
• Work with IT teams to operationalize new procedures for agents
• Analyze metrics and data to understand trends and areas for improvement
• Work independently and as part of a team to ensure seamless collaboration and execution of projects

WHAT IT TAKES TO CATCH OUR EYE:

• Experience working in telecom operations or technical support roles
• Strong analytical, troubleshooting, problem solving and communication skills
• Detailed understanding of telecom technologies including GPON, XGSPON, wi-fi, DSL and networking
• Demonstrated ability to assess business problems, develop solutions and communicate the solutions
• The ability and desire to quickly understand new technologies/systems and how to best use them for technician support
• Understanding of Brightspeed Technical Support systems and tools including Automate, BOSS TS and Calix Cloud
• Proficiency with MS Excel, PowerBI or other analytical tools
• Demonstrated time management and prioritization skill

BONUS POINTS FOR:

• Lean Process Training
• Previous technical support and call center experience
• Experience automating processes and systems
• Experience using SQL, GCP, Power Automate, VBA or similar analysis and automation tools

#LI-MH1

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