Fiber Network Support Specialist

Company: Light craft Location: Maine Department: Operations Reports To: Customer Service Manager

Mac Mountain invests in fiber broadband networks and builds long-term partnerships with municipalities, rural electric co-ops, developers, homebuilders and regional ISPs.

Light Craft, a division of Mac Mountain, delivers comprehensive shared services to fiber network operators across the United States. We specialize in streamlining operations, enhancing customer experiences, and accelerating growth for our partners. Our expertise spans network deployment, customer acquisition, billing and support, and technology management, enabling our clients to focus on core business objectives while leveraging our scalable and efficient solutions.

With a commitment to innovation and operational excellence, Light Craft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.

The Customer Service Representative (CSR) is the primary point of contact for customers across all fiber networks operated by Light Craft. This role is responsible for answering inbound calls, managing and triaging support tickets, and resolving first-order issues across a broad range of customer needs — including technical support, residential sales inquiries, account management, and billing. The CSR serves as a knowledgeable, professional, and empathetic ambassador for each network, ensuring a consistent and high-quality experience for every customer interaction.

Answer all inbound calls from customers across multiple fiber networks operated by Light Craft

Provide accurate, friendly, and efficient support on first contact wherever possible

Identify the correct network and customer account for each interaction and respond accordingly

Document all call interactions clearly and completely in the ticketing system

Ticket Management & Triage

Monitor, manage, and triage incoming support tickets from all networks in the ticketing platform

Meet defined SLAs for response and ticket handling

Categorize and prioritize tickets by type, urgency, and network

Resolve first-order issues independently and escalate complex or technical issues to the appropriate team

Follow up on open tickets to ensure timely resolution and customer satisfaction

Maintain clear ticket notes and status updates throughout the resolution lifecycle

Technical Support

Assist customers with common service issues including connectivity problems, equipment restarts, router configuration, and ONT troubleshooting

Walk customers through basic diagnostic steps to identify and resolve service interruptions

Escalate unresolved technical issues to field technicians or network operations staff with complete documentation

Communicate service outages and maintenance windows clearly and proactively to affected customers

Answer inbound inquiries from prospective customers regarding service availability, plans, pricing, and promotions

Process new service orders and coordinate activation with the appropriate network operations team

Support residential sales campaigns by following up on leads and inquiries as directed

Promote service upgrades and add-ons to existing customers where appropriate

Account Management

Assist customers with account updates including contact information, service address changes, and plan modifications

Process service cancellations, transfers, and pauses according to company policy

Maintain accurate and up-to-date customer account records in the billing and CRM systems

Respond to customer billing inquiries including invoice questions, payment issues, and billing disputes

Process payments, set up autopay, and assist with past-due accounts in accordance with company policy

Coordinate with the billing team on complex billing issues, credits, or adjustments

Clearly explain charges, plan pricing, and any applicable fees to customers

High school diploma or equivalent required

Associate's or Bachelor's degree preferred but not required

Previous experience in one or more of the following areas preferred:

Customer service, call center, or help desk environments

Telecommunications, internet services, or utilities

Billing, account management, or basic technical support

Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, or similar) is a plus

Experience supporting multiple brands or client accounts simultaneously is preferred

Equivalent combination of education and experience will be considered

Excellent verbal communication skills with a professional, patient, and customer-focused demeanor

Ability to communicate technical concepts in clear, non-technical language

Strong active listening skills to accurately identify customer needs and concerns

Professional written communication skills for ticket documentation and customer correspondence

Comfortable managing difficult or frustrated customers with empathy and composure

Ability to adapt…