Job Description

Brightspeed is looking for a Technical Support Technician IV to join our team! As a Technical Support Technician IV, 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 IV, your duties will include:

• 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
• Assisting supervisors with providing refresher or initial training for onshore Tech II and Tech III employees or vendor agents and other duties as assigned
• Provide consultative support to for onshore Tech II and Tech III employees and vendor agents as a subject matter expert to ensure processes are followed, troubleshooting skills are improved, and customer issues are resolved
• Escalating any customer-related issues to the appropriate fix agent including Dispatch, Field management, NOC, Solutions/Care, Engineering, and other groups as necessary to ensure issues are resolved
• Must have 5+ years experience in provisioning transport equipment (DSLAM’s, Redbacks, and CBRAS)
• Support project work as needed, including dispatch reduction
• Perform user-acceptance testing for system releases
• Complete root-cause analysis of escalated issues to determine system, process, or training issues that need to be addressed. Work with support team through implementation.
• Will support rollout of Brightspeed Fiber

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong PC / data entry knowledge and experience
• Innovation & Agility
• Ownership & Accountability
• Communication & Self Awareness
• Customer-first mindset
• 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 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

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