At arenaflex, we're passionate about empowering people to live, work, and play by connecting them to what brings them joy. Our team is a community of innovators, creatives, and problem-solvers who are dedicated to driving impact in the world. We're looking for a talented Fiber Customer Support Analyst to join our team and help us deliver exceptional service experiences to our customers.
**About arenaflex**
arenaflex is a leading provider of innovative communication and technology solutions that power and empower people's lives. We're committed to building a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Our team is passionate about driving innovation, creativity, and impact in the world, and we're looking for like-minded individuals to join us on this journey.
**Your Role**
As a Fiber Customer Support Analyst, you'll be part of a dynamic team that's dedicated to providing exceptional technical support and customer service to our Fios customers. You'll be responsible for troubleshooting issues in hardware, software, applications, networks, or devices, and answering customer technical questions. You'll work in a fast-paced call center environment, using your technical knowledge and communication skills to deliver outstanding service experiences to our customers.
**Key Responsibilities**
* Answer incoming calls from customers with order inquiries and/or trouble reports
* Provide customers with service support for Voice, Data, and Video services and features within the fiber and/or copper network
* Perform analysis and isolation of trouble conditions and create and sort trouble reports
* Utilize knowledge of communication and networking components to provide customers with service support and configuration of customer equipment
* Communicate clearly and professionally, delivering technical/industry information in a manner appropriate to the audience
* Work evenings, weekends, holidays, and unscheduled shifts as determined by the needs of the business
**What We're Looking For**
* A dedication to customer service excellence with amazing communication skills and a positive, professional attitude
* The ability to thrive in a fast-paced work environment and enjoy helping our customers connect to the digital world
* A related Associate Degree or 2+ years' relevant experience
* Technical support call center experience (even better if you have one or more of these qualifications)
**Essential Qualifications**
* High school diploma or equivalent required
* 2+ years' experience in a technical support role, preferably in a call center environment
* Strong communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize multiple tasks
* Basic knowledge of computer hardware and software, as well as networking concepts
**Preferred Qualifications**
* Associate Degree in a related field (e.g. computer science, telecommunications)
* Technical support call center experience
* Knowledge of fiber optic networks and communication systems
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize multiple tasks
* Strong problem-solving and analytical skills
* Basic knowledge of computer hardware and software, as well as networking concepts
* Ability to learn and adapt to new technologies and systems
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and education assistance.
* Our team is passionate about innovation and creativity, and we encourage our employees to think outside the box and come up with new ideas.
* We're committed to creating a collaborative and inclusive environment that encourages authenticity and fosters a sense of belonging.
**Work Environment and Company Culture**
* arenaflex is a remote-friendly company, and this role will be based at home with occasional in-person trainings and meetings.
* Our team is passionate about creating a collaborative and inclusive environment that encourages authenticity and fosters a sense of belonging.
* We're committed to building a diverse and inclusive workplace that reflects the communities we serve.
**Compensation, Perks, and Benefits**
* arenaflex offers a competitive compensation package, including a base salary and incentives for meeting performance targets.
* We offer a range of benefits, including health and wellness benefits, 401(k) Savings Plan, stock incentive programs, paid time off, adoption assistance, and tuition assistance.
* Our total rewards package is designed to help you move forward in your career and in areas of your life outside of arenaflex.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer, and we celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We're committed to creating a collaborative and inclusive environment that encourages authenticity and fosters a sense of belonging.
**How to Apply**
If you're passionate about delivering exceptional service experiences and want to join a dynamic team that's changing the world, we encourage you to apply for this role. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!
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