Experienced Fiber Customer Support Analyst – Delivering Exceptional Technical Support and Customer Service in a Dynamic Call Center Environment at blithequark

Introduction to blithequark and the Industry

In today's fast-paced digital landscape, connecting people to what brings them joy is at the heart of blithequark's mission. As a leader in innovation, creativity, and impact, blithequark empowers individuals to live, work, and play through cutting-edge network and entertainment solutions. Our community, the blithequark team, is built on the principles of anticipation, leadership, and the belief that listening is the foundation of learning. We come together in times of crisis and celebration, lifting our communities and fostering trust in everything we do. If you're looking for a career where your ideas are valued, and you can grow and thrive, then joining the blithequark team might be the perfect fit for you.

About the Role

At blithequark, our customers rely on us for the best network and entertainment experiences. When they have questions or issues, our Fiber Customer Support Analysts are at the forefront, providing exceptional technical support and customer service. As a member of our tech support team in a call center, you will be responsible for helping our fiber customers with their voice, data, and video services. This includes troubleshooting issues in hardware, software, applications, networks, or devices and answering customer tech questions. Your dedication to delivering better service matters, and your role will be pivotal in ensuring our customers stay connected to the digital world.

Key Responsibilities

• Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions.
• Offering customers service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring a comprehensive understanding of our services.
• Performing analysis and isolation of trouble conditions, creating and sorting trouble reports to resolve issues efficiently.
• Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, enhancing their overall experience.
• Communicating clearly and professionally, delivering technical and industry information in a manner appropriate to the audience, ensuring customer satisfaction and trust.
• Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, demonstrating flexibility and commitment to our customers.

What We're Looking For

To succeed as a Fiber Customer Support Analyst at blithequark, you'll have a strong dedication to customer service excellence, coupled with amazing communication skills and a positive, professional attitude. You'll thrive in a fast-paced work environment and enjoy helping our customers connect to the digital world. While experience in technical support, especially in a call center environment, is beneficial, it's not the only factor. We value individuals who are eager to learn, grow, and contribute to our mission.

Essential Qualifications

• Dedication to customer service excellence with a focus on delivering high-quality support.
• Excellent communication skills, both written and verbal, with the ability to articulate complex technical information simply.
• A positive, professional attitude with a strong work ethic and flexibility in working hours.

Preferred Qualifications

• A related Associate Degree or 2+ years of relevant experience in customer service or technical support.
• Technical support call center experience, with knowledge of communication and networking components.

Skills and Competencies

To excel in this role, you'll need to possess a combination of technical, interpersonal, and problem-solving skills. This includes:

• Technical Knowledge: Familiarity with hardware, software, applications, networks, and devices, with the ability to learn and adapt to new technologies.
• Communication Skills: The ability to communicate complex technical information clearly and professionally to a diverse audience.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve issues efficiently.
• Customer Service: A customer-centric approach, with a focus on delivering exceptional service and ensuring customer satisfaction.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our team members. As a Fiber Customer Support Analyst, you'll have access to training programs, workshops, and opportunities for professional development. Our goal is to empower you with the skills and knowledge needed to succeed in your role and advance in your career. Whether through mentorship programs, cross-functional training, or educational assistance, we're dedicated to helping you reach your full potential.

Work Environment and Company Culture

blithequark prides itself on a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We celebrate our employees' differences and are committed to diversity and inclusion. Our remote work options, including working from home with occasional in-person trainings and meetings, offer flexibility and work-life balance. We believe in recognizing and rewarding our team members' contributions, providing a positive and supportive work environment that encourages innovation, creativity, and teamwork.

Compensation, Perks, and Benefits

Our compensation package is designed to attract and retain top talent. While specific salaries may vary based on location and experience, we offer competitive pay, incentives for performance, and a comprehensive benefits package. This includes health and wellness benefits, a 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance, among others. Our goal is to support your career and personal growth, ensuring you feel valued and empowered to contribute your best.

Conclusion

If you're passionate about delivering exceptional customer service, thrive in fast-paced environments, and are looking for a career that offers growth, learning, and a sense of community, then we encourage you to apply for the Fiber Customer Support Analyst role at blithequark. Join our team and become part of a dynamic, innovative, and inclusive community that's shaping the future of network and entertainment solutions. Apply today and take the first step towards a rewarding and challenging career that aligns with your values and aspirations.