Customer Service Technician

Vacation Tree · Alma, KS · 1 mo ago

Full-time

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.

About the role

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. This role may require working varying shifts that include mandatory overtime, weekends, and holidays.

Responsibilities

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

Requirements

High School diploma (or equivalent) or higher
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 serve on call as needed)
Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures)

Skills

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

Bonus Points For:

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+ Certified

Benefits

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional, and financial health. Brightspeed offers:

Competitive medical, dental, vision, and life insurance
An employee assistance program
A 401K plan with company match
A host of voluntary benefits

Additional Information

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:

Required to join the union and pay union dues as a condition of employment; or,
Required to pay union dues, but not join the union as a condition of employment; or,
Free to choose whether to join the union, but if you do join the union you would be obligated to pay union dues.

We aspire to contemporary ways of working. Roles may be designated as remote, hybrid, office, or field-based, depending on the position, business needs, and individual circumstances. We invest in technology that enables our entire team to stay connected.