Customer Service Technician

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 maintain and repair outside‑plant facilities within assigned geographic service areas and 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 available 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 Plus Certified and required soft skills

We aspire to contemporary ways of working.

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and life insurance; an employee assistance program; a 401(k) plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive, and high‑quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommod to initiate the accommodations process.