Fiber Customer Support Analyst

Verizon • Newport News, VA

24d • Remote

About The Position

The Fiber Customer Support Analyst provides technical support and customer service to Verizon Fios customers through a call center. The role supports customers with voice, data, and video services and features across fiber and/or copper networks, helping troubleshoot hardware, software, applications, network, and device issues and answer technical questions. This is a remote role performed from home, with occasional in-person training and meetings. The position is scheduled for 40 hours per week and includes evenings, weekends, holidays, and unscheduled shifts as determined by business needs.

Requirements

• Dedication to customer service excellence.
• Strong communication skills and a positive, professional attitude.
• Ability to thrive in a fast-paced work environment.
• Computer and Internet Knowledge Test (210) and SACS HTML Results Test.

Nice To Haves

• A related Associate Degree or at least 2 years of relevant experience.
• Technical support call center experience.

Responsibilities

• Answer incoming customer calls about orders and trouble reports.
• Provide service support for Voice, Data, and Video services and features within fiber and/or copper networks.
• Analyze and isolate trouble conditions, and create and sort trouble reports.
• Use knowledge of communication and networking components to provide service support and configure customer equipment.
• Communicate clearly and professionally, presenting technical and industry information appropriately for the audience.
• Work evenings, weekends, holidays, and unscheduled shifts as determined by business needs.

Benefits

• Health and wellness benefits
• 401(k) Savings Plan
• Paid time off
• Adoption assistance
• Tuition assistance
• Potential premium pay, such as overtime, shift differential, holiday pay, and allowances

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed