Customer Service Technician

BrightSpeed LLC; Henderson (NC); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision insurance

401(k) plan with company match

Employee assistance program

Job summary

BrightSpeed LLC in Henderson, North Carolina is seeking a Customer Service Technician to perform installation, maintenance, and troubleshooting of internet networks. The successful candidate will work in various conditions and ensure high customer satisfaction.

This role requires a High School diploma, a valid driver's license, and the ability to work in confined spaces. BrightSpeed offers competitive pay and comprehensive benefits, supporting employee wellness and growth.

Qualifications

• Able to distinguish colors on facilities.
• Valid driver’s license and satisfactory driving record.
• Experienced in customer-facing roles.

Responsibilities

• Installing, maintaining and troubleshooting high-speed internet.
• Performing maintenance and repair on outside plant facilities.
• Climbing poles and digging in utility access holes.

Skills

Customer service skills

Basic computer skills

Ability to work in confined spaces

Active listening

Teamwork

Education

High School diploma or equivalent

Job description

Company Description

At Brightspeed, we reimagine how people live, work, play and connect by providing fast, reliable internet connections and an outstanding customer experience across twenty states in the Midwest and South.

Our vision is to accelerate the upgrade from copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved, while delivering best‑in‑class customer experience.

Be a part of the team that will turn this vision into reality, designing and building a world‑class fiber network and delivering an unmatched customer experience.

Brightspeed is looking for a Customer Service Technician to join our team! 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 be maintaining and repairing outside plant facilities within assigned geographic service areas.

As a Customer Service Technician, you may be required to work 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

Qualifications

WHAT IT TAKES TO CATCH OUR EYE

• 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 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)

Bonus Points

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 and required soft skills

Union 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: (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.

Benefits

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. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401(k) plan with company match and a host of voluntary benefits.

Equal Opportunity Employer Statement

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including those with a disability or veteran status. If you require reasonable accommodation to complete a job application or otherwise participate in the hiring process, please contact [e-mail] to initiate the accommodation process.