Network Service Center Specialist (3rd shift)

Theuniversityunion; Kansas City (MO); On-site; USD 42,000 - 62,000; Full time

Job summary

Bluebird Fiber is hiring a Network Service Center Specialist for our Kansas City, MO office. You will serve as a frontline contact for customers and internal teams, handling service and network-related inquiries with a combination of care duties and Tier I technical triage.

This full-time role emphasizes customer experience and efficient problem-solving. Responsibilities include inbound communications, basic troubleshooting, ticketing, and cross-functional collaboration to resolve issues quickly

Qualifications

• Strong customer service and interpersonal skills.
• Effective verbal and written communication.
• Ability to learn telecommunications and basic networking concepts.
• Ability to follow documented technical troubleshooting procedures.
• Strong attention to detail and documentation.
• Ability to manage multiple priorities in a fast-paced environment.
• Developing knowledge of company products, services, network infrastructure, and systems.

Responsibilities

• Respond to inbound customer calls, emails, tickets, and service requests.
• Provide First Call Resolution (FSC).
• Perform Basic Triage.
• Accountable for ASA and abandon rate.
• Support account inquiries, billing inquiries, disconnects, service questions, and other Care-related needs.
• Create, categorize, prioritize, and document customer tickets.
• Gather required technical information from customers with issues.
• Perform basic Tier I network troubleshooting using established procedures.
• Review monitoring/operational systems for alarms, outages, or events.
• Validate customer connectivity and service status.
• Determine if issue is Tier I or requires escalation.
• Escalate issues to appropriate technical resources when needed.
• Provide timely and accurate customer communications throughout incidents.
• Follow established ticket documentation and escalation procedures.
• Maintain ownership of the customer experience during resolution.
• Participate in cross-training across Service/Care and Network Operations.
• Meet performance expectations for responsiveness and quality.

Skills

Customer service

Verbal & written comms

Learn telecom basics

Troubleshooting procedures

Documentation

Multi-tasking

Product knowledge

Job description

• Location 8330 Ward Parkway,Suite 500,Kansas City, MO, 64114,United States

ABOUT THE COMPANY:

Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. To learn more, please visit bluebirdfiber.com .

Join an amazing team of telecommunication professionals! Bluebird is a dynamic growing company in need of a NSC Specialist to be a part of a collaborative team. This is a full-time, benefit eligible position in our Kansas City Office. All of us at Bluebird work hard to meet objectives for the organization and live the mission and values of this growing company to meet a common goal. Check out this video that highlights our amazing company culture.

POSITION PURPOSE:

The Network Service Center Specialist serves as a frontline member of Bluebird Fiber's Network Service Center (NSC) providing a single point of engagement for customers and internal partners across both service-related and network-related needs. The role combines customer Care responsibilities with Tier I Network Operations capabilities. Specialists continue to support account inquiries, billing inquiries, disconnect requests, service questions, and other customer account and service-related matters while also performing initial network troubleshooting and Tier I technical triage for customers experiencing service-impacting or network-related issues.

Requirements

Knowledge & Skills:

• Strong customer service and interpersonal skills.
• Effective verbal and written communication.
• Ability to learn telecommunications and basic networking concepts.
• Ability to follow documented technical troubleshooting procedures.
• Strong attention to detail and documentation.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Developing knowledge of company products, services, network infrastructure, and operational systems.

Summary

PRIMARY RESPONSIBLILITES :

• Respond to inbound customer calls, emails, tickets, and service requests.
• Provide First Call Resolution (FSC)
• Perform Basic Triage
• Accountable for ASA and abandon rate.
• Support account inquiries, billing inquiries, disconnect requests, service questions, and other Care-related customer needs.
• Create, categorize, prioritize, and accurately document customer tickets.
• Gather required technical information from customers experiencing network or service issues.
• Perform basic Tier I network troubleshooting using established procedures, troubleshooting guides, and knowledge documentation.
• Review available monitoring and operational systems for known alarms, outages, maintenance activities, or network events.
• Perform basic validation of customer connectivity and service status.
• Determine whether an issue can be addressed at Tier I or requires technical escalation.
• Escalate network issues to the appropriate technical resources when Tier I troubleshooting does not resolve the issue.
• Provide timely and accurate customer communications throughout the lifecycle of incidents and service requests.
• Follow established customer communication, ticket documentation, incident management, and escalation procedures.
• Maintain ownership of the customer experience even when technical resolution requires another team.
• Participate in ongoing cross-training across Service/Care and Network Operations functions.
• Meet established performance expectations for responsiveness, quality, accuracy, customer experience, and operational execution.

Bluebird is an equal opportunity employer.