NSC Specialist: Frontline Customer & Tier I Network Support

Theuniversityunion; Independence Township (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Bluebird Fiber is hiring a Network Service Center Specialist to serve as the frontline for customers and internal teams. This role blends care duties with Tier I network operations, handling inquiries, billing questions, disconnects, and service-related concerns while performing initial network triage and basic troubleshooting.

The NSC Specialist will review monitoring data, gather required information, and determine escalation paths.

Qualifications

• Experience delivering customer service in a fast-paced environment.
• Ability to learn telecommunications concepts and basic networking.
• Follow documented troubleshooting procedures with attention to detail.
• Document ticket details clearly and accurately.
• Manage multiple priorities and maintain service quality.
• Provide timely customer communication throughout incidents.
• Willingness to cross-train across Care and Network teams.

Responsibilities

• Respond to inbound calls, emails, tickets, and service requests.
• Provide First Call Resolution (FCR).
• Perform Basic Triage.
• Support ASA and abandon rate.
• Escalate network issues when Tier I cannot resolve.
• Document and categorize customer tickets.
• Monitor systems for alarms or outages.
• Validate customer connectivity and service status.
• Meet established performance expectations for responsiveness and quality.

Skills

Customer service

Communication

Networking basics

Troubleshooting

Documentation

Multi-tasking

Product knowledge

Job description

Bluebird Fiber is hiring a Network Service Center Specialist to serve as the frontline for customers and internal teams. This role blends care duties with Tier I network operations, handling inquiries, billing questions, disconnects, and service-related concerns while performing initial network triage and basic troubleshooting.

The NSC Specialist will review monitoring data, gather required information, and determine escalation paths.