Job Description

Brightspeed is looking for a Customer Service Technician II to join our team! As a Customer Service Technician II your responsibilities will include:  installing telephone plant facilities, switched digital television, and high-speed internet at customer premises according to specifications directed and established by Brightspeed procedures. Also, to maintain, expand, replace and repair all plant facilities and subscriber apparatus required to provide service to customers. This position interacts directly with Brightspeed customers. 

AS A CUSTOMER SERVICE TECHNICIAN II YOUR RESPONSIBILITIES WILL INCLUDE:  

• Perform installation, maintenance and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment
• Perform maintenance and repair on outside plant facilities
• Climb poles, use a shovel and pick to dig up and bury cable; and may be required to work in manholes or controlled environmental vaults (CEV)
• Locate buried telephone cables
• Observe all safety rules and regulations
• Assist other Technical personnel in the performance of their duties when requested
• Convey a positive and professional appearance and demeanor when communicating the company’s products and services to our customers 
• Actively support sales and marketing related activities
• Assume all other duties as assigned

Qualifications

WHAT IT TAKES TO CATCH OUR EYE

• Education: High School Diploma or GED
• Experience within the last 5 (five) years installing, maintaining, repairing and/or testing any of the following residential or small business broadband products:  high speed internet, phone lines, home theatre, wireless networks, cable TV, satellite TV, sound/audio installs, closed circuit TV, security alarm or fire alarm systems
• Experience cabling (CAT5 or Coax) various electronic components (e.g., routers, TVs, gaming consuls, stereo systems and home entertainment systems) 
• Prior experience in a customer facing or customer service operation 
• Strong interpersonal communication skills for communicating Brightspeed’s products and services to customers 
• Ability to visually identify all colors used in telephone cable 
• Working knowledge of PC’s, including basic computer operational tasks 
• Ability to safely use hooks, ladders, bucket trucks; and to climb poles 
• Ability to handle 28-foot extension ladders (up to 75 lbs) and manhole covers (up to 150 lbs). 
• Ability to work in confined spaces
• Ability to work outside in all weather conditions and at various hours of the day/night 
• Ability to respond to after hour call-outs, work overtime, shift, weekends, and holidays as required
• Ability to travel overnight as necessary for business requirements and training 
• Possession of a valid driver’s license, with proven ability to safely operate company vehicles and equipment, and maintain a safe driving record

BONUS POINTS FOR: 

• Three (3) years of current telecommunications industry experience in one or more of the following areas: installation, maintenance, and repair of aerial, buried and underground wire and cable; switched digital television; High Speed Internet; station equipment
• CCNT, CCNA, Network+, or A+ Certifications 
• Training on basic IT and network fundamentals
• Experience or training in how to read and interpret outside and subscriber plant facility records
• Internet protocol telephony exposure
• Electronics training or experience that demonstrates knowledge of AC/DC theory
• Knowledge of analog and digital transmission

#LI-MT1

This position is part of a bargaining unit and represented by a union.  Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b)  required to pay union dues, but not join the union as a condition of employment; or (c) free to choose whether to join the union, but if you do join the union you would be obligated to pay union dues. 

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 are opening a 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 who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the 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