Technical Support Associate (Fiber)

TheCoTeam•Missoula, MT

6d•Onsite

About The Position

This role involves providing initial technical support for fiber-related issues, triaging problems, solving them if possible, and escalating when necessary via phone, chat, and email. The associate will troubleshoot fiber link issues, including loss budgets, connector quality, and test equipment interpretation. They will guide customers through proper fiber testing procedures, advise on next steps, and specify projects and project layouts. Additionally, the role includes maintaining accurate records in the CRM, assisting with product training, developing training guides and troubleshooting documents, and representing Cleerline at events and customer visits.

Requirements

Excellent customer service skills (email, phone, chat).
Experience with technology: Fiber, Low-Voltage Cabling, IT, AV.
A steady work history (3yrs between hops).
Pleasant disposition, High EQ.
Strong understanding of fiber optic fundamentals: cable types, connector types, single-mode vs. multimode, bend radius, link loss, and testing.
Hands-on experience with fiber installation, termination, or testing in an AV, IT, or telecom environment.
Experience with CRM or ticketing systems.

Nice To Haves

Experience with fiber optic test equipment.
Familiarity with low-voltage cabling infrastructure, structured cabling, AV Distribution systems, or network/telecom environments.
BICSI, FOA, or equivalent fiber optic industry certification.
Bilingual - Spanish is a plus!

Responsibilities

Provide initial technical support for fiber-related issues.
Triage issues, solve if able, and escalate if needed (phone, chat, email).
Troubleshoot fiber link issues including loss budgets, connector quality, and test equipment interpretation.
Guide customers through proper fiber testing procedures and advise next steps.
Specify projects and project layouts.
Maintain accurate records in our CRM.
Assist with product training.
Develop Training Guides & Troubleshooting Docs.
Represent Cleerline in the field (events, customer visits).