Technical Support Specialist

Job DescriptionBrightspeed is looking for a Technical Support Specialist to join our team! In this position you will be responsible for taking phone calls and chats from technicians and other business partners to assist with resolving issues related to installation/change service orders and system fallout. This position is responsible for answering questions, analyzing problems, and removing obstacles that prevent an excellent customer experience.As a Technical Support Specialistyour responsibilities will include:RESIDINGIN THE STATE OF MISSOURIMaintainingdata integrity of inventory systemsPartnering with all affiliate business units to maintain necessary network informationResponding tovarious Service queues as required to meet objectives and SLA agreementsHandlingcustomer record assignments for all fiber orders Answering phone calls and chats from technicians and other business groups Maintaining detailed records of the actions taken on orders including facility changes made, reported issues and completed solutionsParticipatingin specialized task or focus groups to efficiently support the direction of our companyStaying informed, knowledgeable,and flexible withall departmental Methods and ProceduresIncreasingpersonal technical knowledge about Brightspeed’s offered products by reading publications, operating manuals,diagnostic information, and attending online educational courses Other duties as assigned to meet the needs of the departmentQualificationsWHAT IT TAKES TO CATCH OUR EYE:MUST RESIDE IN MISSOURIHigh School Diploma/GED or equivalent experienceVocational training in a related field, ; computerized records managementOne to two years of telecommunications experience or network fundamentals that demonstrate ability to interpret and work with plant facilities and related inventory systemsFluent skills in Excel including building spreadsheets and using macrosExperience working with construction prints, cut sheets, cable schematics, location records/maps and/or Central Office equipment recordsWorking knowledge of technical requirements associated with service offerings, such as FTTP, Data, VOIP, etc. Demonstrated ability to grasp new and complex concepts quicklyExperience that demonstrates excellent interpersonal and communication skills; ability to contribute positively to a team environmentExperience with Microsoft Suite including TEAMS, Outlook and other communication platformsStrong analytical and problem-solving skillsStrong organizational, attention to detail, and time management skills with the ability to prioritize tasksAbility to work various shifts, including weekends and holidaysAbility to work Overtime as needed by the businessBONUS POINTS FOR:Associate degree in Electronics/Communications/Computer ScienceWorking knowledge of advanced data and video elements, including remote devices, access devices, FTTP/FTTC, and various carrier systems, which are inventoried and used in the assignment processProficient use of Excel and demonstrates the ability to create macros and complex formulasWorking knowledge of inventory/assignment systems such as BOSS,MARTENS, Optius/Odin, DOCS/Ensemble for managing and resolving tasksThis 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)requiredto 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 tochoosewhetherto join the union, but if you do join the union you would beobligatedto pay union dues.#LI-GF1

Created: 2025-11-21