Customer Service Technician

About the role

Brightspeed is seeking a Customer Service Technician to join our team. The ideal candidate will perform installation, maintenance, and troubleshooting of high-speed internet, video, and voice networks, as well as maintain and repair outside plant facilities.

Responsibilities

• Install, maintain, and troubleshoot of 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)
• 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)
• 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)

Qualifications (continued)

• 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)

Bonus Points

• Basic electricity training/certification or documented equivalent work experience
• A+/Net + Certified

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;
• (b) required to pay union dues, but not join the union as a condition of employment;
• (c) free to choose whether to join the union, but if you do join the union you would be obligated to pay union dues

Additional Information

• Why Join Us?
• We aspire to contemporary ways of working. Recognized as a Top Workplace by the Charlotte Observer, 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.
• 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.
• 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.
• Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans.