Technical Support Specialist

Brightspeed•Jacksonville, AR

12d

About The Position

Brightspeed is looking for a Technical Support Specialist to join our team! In this position you will be responsible for taking phone calls and chats from technicians and other business partners to assist with resolving issues related to installation/change service orders and system fallout. This position is responsible for answering questions, analyzing problems, and removing obstacles that prevent an excellent customer experience.

Requirements

MUST RESIDE IN ARKANSAS
High School Diploma/GED or equivalent experience
Vocational training in a related field, i.e.; computerized records management
One to two years of telecommunications experience or network fundamentals that demonstrate ability to interpret and work with plant facilities and related inventory systems
Fluent skills in Excel including building spreadsheets and using macros
Experience working with construction prints, cut sheets, cable schematics, location records/maps and/or Central Office equipment records
Working knowledge of technical requirements associated with service offerings, such as FTTP, Data, VOIP, etc.
Demonstrated ability to grasp new and complex concepts quickly
Experience that demonstrates excellent interpersonal and communication skills; ability to contribute positively to a team environment
Experience with Microsoft Suite including TEAMS, Outlook and other communication platforms
Strong analytical and problem-solving skills
Strong organizational, attention to detail, and time management skills with the ability to prioritize tasks
Ability to work various shifts, including weekends and holidays
Ability to work Overtime as needed by the business

Nice To Haves

Associate degree in Electronics/Communications/Computer Science
Working knowledge of advanced data and video elements, including remote devices, access devices, FTTP/FTTC, and various carrier systems, which are inventoried and used in the assignment process
Proficient use of Excel and demonstrates the ability to create macros and complex formulas
Working knowledge of inventory/assignment systems such as BOSS, MARTENS, Optius/Odin, DOCS/Ensemble for managing and resolving tasks

Responsibilities

RESIDING IN THE STATE OF ARKANSAS
Maintaining data integrity of inventory systems
Partnering with all affiliate business units to maintain necessary network information
Responding to various Service queues as required to meet objectives and SLA agreements
Handling customer record assignments for all fiber orders
Answering phone calls and chats from technicians and other business groups
Maintaining detailed records of the actions taken on orders including facility changes made, reported issues and completed solutions
Participating in specialized task or focus groups to efficiently support the direction of our company
Staying informed, knowledgeable, and flexible with all departmental Methods and Procedures
Increasing personal technical knowledge about Brightspeed’s offered products by reading publications, operating manuals, diagnostic information, and attending online educational courses
Other duties as assigned to meet the needs of the department