Customer Service Technician- BSW

Company Overview

Brightspeed is reimagining how people live, work, play and connect by providing fast, reliable internet connections and a customer experience in twenty states throughout the Midwest and South. Our vision is to accelerate the upgrade of copper to fiber optic technologies, delivering faster and more reliable internet service to many rural markets traditionally underserved, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality… designing and building a world class fiber network and creating a customer experience second to none.

Brightspeed is looking for a Customer Service Technician to join our team. As a Customer Service Technician, you will perform installation, maintenance and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment. You will also maintain and repair outside plant facilities within assigned geographic service areas. This role may require varying shifts that include mandatory overtime, weekends, and holidays.

Responsibilities

• Installing, maintaining, and troubleshooting high-speed internet, video and voice networks including associated wiring and equipment
• Performing maintenance and repair on outside plant facilities
• Climbing poles, using a shovel and pick to dig up and bury cable, working in utility access holes or controlled environmental vaults (CEV), and locating buried telephone cables
• Observing all safety rules and regulations
• Assisting other technical personnel in the performance of their duties when requested
• Actively supporting sales and marketing related activities
• Directing customer facing work and sales referrals

What it takes to catch our eye:

• High School diploma or equivalent experience
• Ability to distinguish colors on facilities
• Ability to handle 28 foot extension ladders (up to 75 lbs. routine work) and utility access hole covers (up to 150 lbs.)
• Ability to successfully complete service tech boot camp training, POTS/DSL installation/repair, cable splicing/maintenance, basic transmissions, air pressure, and HSI installations (self and full)
• Basic computer skills including MS Office applications
• Ability to work in confined spaces (e.g., attics, crawl spaces, utility holes)
• Ability to work aloft (e.g., ladder)
• Ability to work outside in all weather conditions and at various hours of the day/night
• A valid driver’s license and satisfactory driving record
• Positive and professional appearance and demeanor when communicating the company’s products and services to our customers
• Accountability/dependability (on time and on load when scheduled and serve on call as needed)
• Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures)
• Active Listening (ability to take input from customers, APS and co-workers to problem solve and improve skills)
• Ability to ask relevant questions to ensure problems are resolved quickly or to clarify information or directions
• Active Learning (curious seeker of added information and actively works to improve skills and knowledge)

• Prior experience as a customer facing telecom operations technician
• Basic electricity training/certification or documented equivalent work experience
• ADSL installation/repair experience (self/full installs)
• A+/Net + Certified Required Soft Skills

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or (b) required to pay union dues, but not join the union as a condition of employment;

or (c) free to choose whether to join the union, but if you do join the union you would be obligated to pay union dues.

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We aspire to contemporary ways of working. Brightspeed has been recognized as a Top Workplace by the Charlotte Observer. Our headquarters are located in Charlotte, NC, and we prioritize hiring talent in the Charlotte area. Roles can be remote, hybrid, office, or field-based depending on position…