Experienced Fiber Customer Support Analyst – Delivering Exceptional Technical Support and Customer Service in a Dynamic Call Center Environment

Welcome to arenaflex: Where Innovation Meets Customer Satisfaction At arenaflex, we empower people to live, work, and play by connecting them to what brings them joy. We're a community of innovators, creatives, and impact-driven individuals who anticipate, lead, and believe that listening is where learning begins. Our team is built on a foundation of trust, community, and a passion for delivering exceptional customer experiences. If you're looking for a career where you can share your ideas, grow, and thrive, you're in the right place. About the Role: Fiber Customer Support Analyst We're seeking a highly skilled and dedicated Fiber Customer Support Analyst to join our tech support team in a call center environment. As a key member of our team, you'll provide exceptional technical support and customer service to our customers, helping them navigate our voice, data, and video services. Your expertise will be instrumental in troubleshooting issues, answering technical questions, and delivering top-notch service that exceeds our customers' expectations. Key Responsibilities: Answering incoming calls from customers with order inquiries and/or trouble reports, providing timely and effective solutions to their concerns. Providing customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network, ensuring seamless connectivity and optimal performance. Performing analysis and isolation of trouble conditions, creating and sorting trouble reports, and collaborating with internal teams to resolve complex issues. Utilizing knowledge of communication and networking components to provide customers with service support and configuration of customer equipment, ensuring a smooth and hassle-free experience. Communicating clearly and professionally, delivering technical and industry information in a manner appropriate to the audience, and adapting to diverse customer needs and preferences. Working evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business, demonstrating flexibility and a commitment to delivering exceptional customer service. What We're Looking for in a Candidate: We're seeking a highly motivated and customer-focused individual with a passion for delivering exceptional technical support and customer service. You'll thrive in a fast-paced work environment, enjoy helping customers connect to the digital world, and possess: Essential Qualifications: A dedication to customer service excellence, with amazing communication skills and a positive, professional attitude. A strong foundation in technical support, with the ability to troubleshoot issues, analyze problems, and provide effective solutions. Excellent communication and interpersonal skills, with the ability to work collaboratively with internal teams and external customers. Preferred Qualifications: A related Associate Degree or 2+ years of relevant experience in technical support or a related field. Technical support call center experience, with a proven track record of delivering exceptional customer service and technical support. Skills and Competencies: To succeed in this role, you'll need to possess a unique blend of technical, business, and interpersonal skills, including: Strong technical skills, with knowledge of communication and networking components, hardware, software, applications, networks, and devices. Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues and provide effective solutions. Strong communication and interpersonal skills, with the ability to work collaboratively with internal teams and external customers. Adaptability and flexibility, with the ability to work in a fast-paced environment and adapt to changing priorities and deadlines. Career Growth Opportunities and Learning Benefits: At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Fiber Customer Support Analyst, you'll have access to a range of training and development opportunities, including: Comprehensive training programs, designed to help you develop your technical and business skills. Opportunities for career advancement, with a clear path for professional growth and development. A collaborative and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service. Work Environment and Company Culture: At arenaflex, we're proud of our diverse and inclusive work environment, where everyone feels valued, connected, and empowered to reach their potential. Our company culture is built on a foundation of trust, community, and a passion for delivering exceptional customer experiences. As a Fiber Customer Support Analyst, you'll be working in a remote call center environment, with occasional in-person trainings and meetings. Compensation, Perks, and Benefits: We offer a competitive compensation package, with a range of perks and benefits designed to help you thrive in your career and personal life. These include: A competitive salary, with opportunities for incentives and bonuses. A comprehensive benefits package, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance. A range of perks and discounts, including discounts on our products and services, and access to exclusive employee events and activities. Conclusion: If you're a highly motivated and customer-focused individual with a passion for delivering exceptional technical support and customer service, we encourage you to apply for this exciting opportunity. As a Fiber Customer Support Analyst at arenaflex, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and making a real difference in people's lives. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and discover a career that's full of purpose, challenge, and reward. Apply for this job