Technical Support Specialist

Overview

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

Be part of a team that designs and builds a world-class fiber network and creates a customer experience second to none. Brightspeed is looking for a Technical Support Specialist to join our team.

• Take phone calls and chats from technicians and other business partners to assist with resolving issues related to installation/change service orders and system fallout.
• Answer questions, analyze problems, and remove obstacles to ensure an excellent customer experience.
• Reside in the state of Arkansas.
• Maintain data integrity of inventory systems.
• Partner with affiliate business units to maintain necessary network information.
• Respond to various service queues to meet objectives and SLA agreements.
• Handle customer record assignments for all fiber orders.
• Maintain detailed records of actions taken on orders, including facility changes, reported issues, and completed solutions.
• Participate in specialized task or focus groups to support company direction.
• Stay informed, knowledgeable, and flexible with all departmental methods and procedures.
• Increase personal technical knowledge about Brightspeed’s products by reading publications, manuals, diagnostics, and online education courses.
• Perform other duties as assigned to meet department needs.

• Must reside in Arkansas.
• High School Diploma/GED or equivalent experience.
• Vocational training in a related field (e.g., computerized records management).
• One to two years of telecommunications experience or network fundamentals demonstrating ability to work with plant facilities and related inventory systems.
• Fluent in Excel, including building spreadsheets and using macros.
• Experience with construction prints, cut sheets, cable schematics, location records/maps and/or Central Office equipment records.
• Working knowledge of technical requirements for service offerings (e.g., FTTP, Data, VOIP).
• Ability to grasp new and complex concepts quickly.
• Excellent interpersonal and communication skills; ability to contribute positively to a team.
• Experience with Microsoft Suite (including TEAMS, Outlook) and other communication platforms.
• Strong analytical, problem-solving, organizational, detail-oriented, and time-management skills with the ability to prioritize tasks.
• Ability to work various shifts, including weekends and holidays; overtime as needed by the business.

• Associate degree in Electronics/Communications/Computer Science.
• Working knowledge of advanced data and video elements (remote devices, access devices, FTTP/FTTC, and carrier systems) used in the assignment process.
• Proficient use of Excel with ability to create macros and complex formulas.
• Working knowledge of inventory/assignment systems (e.g., BOSS, MARTENS, Optius/Odin, DOCS/Ensemble).

This position is part of a bargaining unit and represented by a union. Depending on the applicable collective bargaining agreement, you may be required to join the union and pay dues, pay dues without joining, or have the option not to join but pay dues if you join.

Why join us? We aspire to contemporary ways of working. Brightspeed has been recognized as a Top Workplace and is committed to inclusion and belonging.

Brightspeed offers a comprehensive benefits program including medical, dental, vision, life insurance, an employee assistance program, a 401K with company match, and voluntary benefits. We are an Equal Opportunity Employer and provide reasonable accommodations in the hiring process upon request.

For all applicants, please review Brightspeed’s Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice

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