Technical Support Associate (Fiber)

TheCoTeam•Las Vegas, NV

6d•Onsite

About The Position

This role involves providing initial technical support for fiber-related issues, including triaging, solving, and escalating problems via phone, chat, and email. The associate will troubleshoot fiber link issues, guide customers through proper fiber testing procedures, and advise on next steps, specifying projects and layouts. The position also includes maintaining accurate CRM records, assisting with product training, developing training guides and troubleshooting documentation, and representing Cleerline at events and customer visits.

Requirements

Excellent customer service skills (email, phone, chat).
Technically inclined and curious about how things work, especially fiber.
Steady work history (3 years between hops).
Pleasant disposition and 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, solve, and escalate technical issues via phone, chat, and email.
Troubleshoot fiber link issues including loss budgets, connector quality, and test equipment interpretation.
Guide customers through proper fiber testing procedures and advise on next steps, specifying 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).