Job Description

Brightspeed is looking for a Technical Support Technician II to join our team! As a Technical Support Technician II, you will be responsible for answering inbound inquiries from customers and troubleshooting issues by performing activities either with direct assistance or by appropriate processes. The primary job duties involve troubleshooting and creating trouble tickets and escalating customer related issues to appropriate groups for small and large Brightspeed customers.

As Technical Support Technician II, your duties will include:

• Providing service support within the Brightspeed customer base
• Providing exceptional customer service and utilizing your working knowledge of Brightspeed ticketing applications, specific voice and data tools and applications to best serve the customer
• Conducting effective troubleshooting and routing of repair tickets
• Responding to both internal and external customer questions and troubleshooting problems, understanding of trouble shooting procedures and issues via phone call, mail, or email. Entering, testing, updating, closing, and canceling trouble tickets in the trouble ticketing system using appropriate company procedures as well as keeping abreast of service outages and customer impacting events
• Assisting supervisors with providing refresher or initial training for Tech I employees and other duties as assigned
• Escalating any customer-related issues to the appropriate group or person as necessary

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Ability to work in a 24/7 call center, including evenings, weekends, and holidays
• Strong PC / data entry knowledge and experience
• Excellent customer service skills
• Innovation & Agility
• Ownership & Accountability
• Communication & Self Awareness
• Customer first mindset
• Good sense of urgency
• Collaboration & Alignment
• Effective decision making

#LI-HR1

Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

** Diversity, equity and inclusion** are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice