Network Service Center Specialist – Tier I Network & Care

Bluebird Fiber; Independence Township (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Bluebird Fiber is seeking a Network Service Center (NSC) Specialist to act as the frontline point of engagement for customers and internal partners. You will blend customer care with Tier I network operations to handle inquiries, billing questions, and service issues while performing initial network triage.

The role requires strong communication, detail orientation, and the ability to follow documented troubleshooting procedures.

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 operational environment.
• Developing knowledge of company products, services, network infrastructure, and operational 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, 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.

Skills

Customer service

Verbal communication

Networking concepts

Troubleshooting procedures

Documentation

Prioritization

Product knowledge

Job description

Bluebird Fiber is seeking a Network Service Center (NSC) Specialist to act as the frontline point of engagement for customers and internal partners. You will blend customer care with Tier I network operations to handle inquiries, billing questions, and service issues while performing initial network triage.

The role requires strong communication, detail orientation, and the ability to follow documented troubleshooting procedures.