Tier I Network & Customer Care Specialist

Bluebird Fiber; Independence Township (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Bluebird Fiber in Kansas City seeks a Network Service Center Specialist to be the frontline for customers and internal partners, handling both service-related and network-related needs. You will combine care duties with Tier I network operations, addressing inquiries, billing questions, disconnects, and service issues while performing initial network triage.

You will follow documented troubleshooting procedures, document interactions meticulously, manage multiple priorities in a fast-paced

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 & written communication

Networking concepts

Troubleshooting procedures

Documentation

Multi-priority management

Product knowledge

Job description

Bluebird Fiber in Kansas City seeks a Network Service Center Specialist to be the frontline for customers and internal partners, handling both service-related and network-related needs. You will combine care duties with Tier I network operations, addressing inquiries, billing questions, disconnects, and service issues while performing initial network triage.

You will follow documented troubleshooting procedures, document interactions meticulously, manage multiple priorities in a fast-paced