Customer Service Technician

Job Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best‑in‑class customer experience.

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

• 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 customers.
• Accountability/dependability (on time and on load when scheduled and 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+ certification.
• 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.

We offer competitive compensation and a comprehensive benefits program, including medical, dental, vision, and life insurance; an employee assistance program; a 401(k) plan with company match; and a host of voluntary benefits. Brightspeed also prioritizes wellness through physical, emotional, and financial health initiatives.

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.

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.

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

Associate

Full‑time

Other

Telecommunications