Fiber Customer Support Analyst

Verizon • Freehold, NJ

23h • $41,522 - $88,738 • Remote

About The Position

The Fiber Customer Support Analyst provides technical support and customer service to Verizon Fios customers through a call center team. The role supports customers with voice, data, and video services across fiber and/or copper networks by answering questions, investigating service issues, and helping configure customer equipment. This is a remote, work-from-home role with occasional in-person trainings and meetings, scheduled for 40 hours per week. Employees may work evenings, weekends, holidays, and unscheduled shifts based on 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 and help customers connect to the digital world.

Nice To Haves

• A related associate degree or at least two 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 the fiber and/or copper network.
• Analyze and isolate trouble conditions, and create and sort trouble reports.
• Use knowledge of communications and networking components to support customers 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