Experienced Fiber Customer Support Analyst – Telecommunications Network Services and Technical Support
About Workwarp and the Opportunity
At Workwarp, we are a leading provider of cutting-edge telecommunications services, empowering individuals and businesses to connect, communicate, and thrive in an ever-evolving digital landscape. As a Fiber Customer Support Analyst, you will be at the forefront of delivering exceptional customer experiences, ensuring seamless connectivity, and resolving complex technical issues with our Fios customers. If you're passionate about delivering top-notch support, staying ahead of the curve in telecommunications technology, and working in a dynamic, remote environment, this role is an exciting opportunity to join our team.Job Summary
We're seeking an experienced Fiber Customer Support Analyst to join our team in a remote capacity. As a key member of our technical support team, you will be responsible for providing exceptional customer service, troubleshooting complex technical issues, and delivering expert support for our Fios customers. If you have a passion for delivering outstanding customer experiences, staying up-to-date with the latest telecommunications technology, and working in a fast-paced, dynamic environment, we encourage you to apply.Responsibilities
As a Fiber Customer Support Analyst, your key responsibilities will include:- Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their technical issues.
- Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring seamless connectivity and resolving complex technical issues.
- Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment.
- Communicating clearly and professionally, delivering technical/industry information in a manner appropriate to the audience, and ensuring that customers receive accurate and timely information.
- Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, demonstrating flexibility and adaptability in a dynamic environment.
Requirements and Qualifications
To succeed in this role, you will need:- A related Associate Degree or 2+ years of relevant experience in telecommunications, customer support, or a related field.
- Technical support call center experience, with a proven track record of delivering exceptional customer service and resolving complex technical issues.
- Excellent communication and interpersonal skills, with the ability to communicate technical information in a clear and concise manner.
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues and provide effective solutions.
- Flexibility and adaptability, with the ability to work evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business.
Preferred Qualifications
While not required, the following qualifications would be an asset:- Experience with telecommunications technology, including fiber and copper networks, Voice, Data, and Video services, and related equipment.
- Knowledge of communication and networking components, including routers, switches, and other network devices.
- Experience with customer relationship management (CRM) software and other technical tools.
- Certifications in telecommunications, customer support, or a related field.
Work Environment and Culture
As a remote employee, you will work from home with occasional in-person trainings and meetings. Our team is committed to creating a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.Compensation and Benefits
We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development. Our benefits include:- Health and wellness benefits, including medical, dental, and vision coverage.
- 401(k) Savings Plan, with company match and vesting schedule.
- Stock incentive programs, including stock options and restricted stock units.
- Paid time off, including vacation, sick leave, and holidays.
- Adoption assistance and tuition assistance programs.
Career Growth and Development
At Workwarp, we are committed to helping our employees grow and develop their careers. We offer:- Regular training and development opportunities, including technical training, leadership development, and soft skills training.
- Mentorship programs, pairing experienced employees with new hires to provide guidance and support.
- Opportunities for advancement, including promotions, transfers, and lateral moves.
- A culture of continuous learning, with a focus on staying ahead of the curve in telecommunications technology.