Network Support & Customer Care Specialist

Bluebird Fiber; Kansas City (MO); On-site; USD 45,000 - 65,000; Full time

Job summary

Bluebird Fiber is seeking a Network Service Center Specialist to join our Kansas City office. You will be the frontline liaison for customers and internal teams, handling service and network related inquiries with a focus on first-call resolution.

You will perform basic Tier I network troubleshooting, document issues, and escalate when necessary. The role combines customer care with technical triage in a fast-paced environment.

Qualifications

• Customer service and interpersonal skills are essential.
• Ability to learn telecommunications and basic networking concepts.
• Strong verbal and written communication abilities.
• Attention to detail and thorough documentation.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with basic troubleshooting procedures.

Responsibilities

• Respond to inbound calls, emails, tickets, and service requests.
• Provide First Call Resolution (FCR).
• Perform basic triage for incidents.
• Document and categorize all customer tickets accurately.
• Gather technical information from customers with network or service issues.
• Perform Tier I network troubleshooting per procedures.
• Escalate issues to appropriate technical resources when needed.
• Communicate updates promptly throughout incidents.
• Maintain ownership of the customer experience during resolution.
• Participate in cross-training between Service/Care and Network Ops.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Networking concepts

Troubleshooting procedures

Attention to detail

Documentation

Multi-tasking

Product knowledge

Job description

Bluebird Fiber is seeking a Network Service Center Specialist to join our Kansas City office. You will be the frontline liaison for customers and internal teams, handling service and network related inquiries with a focus on first-call resolution.

You will perform basic Tier I network troubleshooting, document issues, and escalate when necessary. The role combines customer care with technical triage in a fast-paced environment.