Job Description
Brightspeed is seeking a Technical Support Specialist. In this role, you will address phone calls and chats from technicians and other business partners, aiding in resolving issues associated with installation, service order changes, and system failures. Responsibilities include answering questions, analyzing problems, and eliminating obstacles to ensure an outstanding customer experience. Your duties will involve maintaining the data integrity of inventory systems and collaborating with all affiliate business units to uphold necessary network information. You will also respond to various service queues as required to meet objectives and SLA agreements, manage customer record assignments for all fiber orders, and maintain detailed records of actions taken on orders.
This includes facility changes, reported issues, and completed solutions. Participation in specialized task forces and focus groups will be expected to efficiently support the company's direction. Staying informed, knowledgeable, and adaptable regarding departmental Methods and Procedures is crucial, as is increasing personal technical knowledge about Brightspeed’s products through publications, manuals, diagnostic information, and online courses.
About Brightspeed
Brightspeed provides fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.