Customer Service Technician- BSW

Job Description

Brightspeed is looking for a Customer Service Technician to join our team! As a Customer Service Technician, you will be performing installation, maintenance and troubleshooting of high‑speed internet, video and voice networks including associated wiring and equipment. You will also be maintaining and repairing outside plant facilities within assigned geographic service areas. In this important role you may be required to work varying shifts that include mandatory overtime, weekends, and holidays.

• 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

• 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.

Why Join Us?

We aspire to contemporary ways of working.

Brightspeed HQ is located on the 7th floor of the new Vantage South End – East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field‑based, depending on the position, business needs and individual circumstances.

We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including…