Taking phone calls and chats from technicians and other business partners
Assisting with resolving issues related to installation/change service orders and system fallout
Answering questions, analyzing problems, and removing obstacles preventing excellent customer experience
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
Maintaining detailed records of actions taken on orders, including facility changes and reported issues
Participating in specialized task or focus groups to efficiently support company direction
Staying informed and knowledgeable of all departmental Methods and Procedures
Increasing personal technical knowledge about Brightspeed’s products
Other duties as assigned to meet departmental needs

MUST RESIDE IN NORTH CAROLINA
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
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
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
Ability to work various shifts, including weekends and holidays
Ability to work Overtime as needed by the business

Technical Support Specialist

Key skills