Customer Service Technician

About the role

Brightspeed is seeking a Customer Service Technician to join our team. This role involves installing, maintaining, and troubleshooting high-speed internet, video, and voice networks, as well as performing maintenance and repairs on outside plant facilities.

Responsibilities

• Install, maintain, and troubleshoot high-speed internet, video, and voice networks including associated wiring and equipment
• Perform maintenance and repair on outside plant facilities
• Climb poles, use a shovel and pick to dig up and bury cable, work in utility access holes or controlled environmental vaults (CEV), and locate buried telephone cables
• Observe all safety rules and regulations
• Assist other technical personnel in the performance of their duties when requested
• Support sales and marketing related activities
• Direct customer-facing work and sales referrals

Qualifications

• 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.)
• 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) and 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)

Requirements

• Prior experience as a customer facing telecom operations technician
• ADSL installation/repair experience (self/full installs)
• A+/Net + Certified

Bonus Points

• Basic electricity training/certification or documented equivalent work experience

Soft Skills

• 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)