Experienced Fiber Customer Support Analyst – Technical Troubleshooting & Customer Experience Specialist at brighthush

About brighthush and the Future of Connectivity

At brighthush, we’re not just a telecommunications company – we’re a catalyst for the next wave of digital transformation. Every day, we empower millions of people to connect, collaborate, and create through high‑speed fiber, voice, and video services. Our mission is simple yet profound: to bring people closer together by delivering reliable, innovative, and accessible connectivity solutions that enrich lives and drive progress.

When you join brighthush, you become part of a culture that thrives on curiosity, resilience, and a relentless pursuit of excellence. We celebrate bold ideas, encourage cross‑functional collaboration, and reward those who push the boundaries of what’s possible. Whether you’re troubleshooting a complex network issue or guiding a customer through a new service feature, you’ll be making a tangible impact on the way people experience the digital world.

Why This Role Matters

Our Fiber Customer Support Analysts are the frontline guardians of customer satisfaction. They ensure that every call, chat, or ticket is resolved with precision, empathy, and technical mastery. By delivering top‑tier support for voice, data, and video services, you help maintain the trust that our customers place in brighthush and keep our network reputation stellar.

Key Responsibilities

• Customer Interaction: Receive and manage inbound calls, emails, and chat sessions from fiber customers seeking assistance with order inquiries, service activation, or troubleshooting.
• Technical Troubleshooting: Diagnose and resolve issues related to hardware, software, applications, networks, and customer premises equipment (CPE). Utilize diagnostic tools and knowledge bases to isolate root causes.
• Service Support: Provide comprehensive support for voice, data, and video services, including configuration, performance optimization, and feature enablement across both fiber and legacy copper networks.
• Documentation & Reporting: Create, update, and categorize trouble tickets in our ticketing system. Ensure accurate, timely, and detailed records of customer interactions and resolution steps.
• Knowledge Sharing: Contribute to internal knowledge bases, share best practices, and mentor junior analysts to elevate team performance.
• Shift Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as required to meet business demand and maintain 24/7 customer coverage.
• Continuous Improvement: Participate in process improvement initiatives, quality assurance reviews, and training programs to enhance service delivery and operational efficiency.

Essential Qualifications

• High school diploma or equivalent; an associate degree in a related field is preferred.
• Minimum of 2 years of experience in a technical support or customer service environment.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and basic routing concepts.
• Proficiency with troubleshooting tools such as ping, traceroute, and network analyzers.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
• Demonstrated ability to remain calm, professional, and solution‑focused under pressure.
• Experience working in a call center or remote support role is highly desirable.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, or a related discipline.
• Prior experience supporting fiber optic or broadband services.
• Knowledge of VoIP protocols, video streaming technologies, and cloud‑based service platforms.
• Familiarity with ticketing systems such as ServiceNow or Zendesk.
• Certification in networking (e.g., CompTIA Network+, CCNA) or customer service (e.g., HDI Customer Service Representative).

Core Skills & Competencies

• Technical Acumen: Ability to quickly learn and apply new technologies, troubleshoot complex network issues, and adapt to evolving service offerings.
• Customer‑Centric Mindset: Passion for delivering exceptional service, anticipating customer needs, and turning challenges into opportunities for delight.
• Analytical Thinking: Strong problem‑solving skills, with a methodical approach to isolating and resolving issues.
• Collaboration: Comfortable working cross‑functionally with engineering, field operations, and product teams to resolve escalated incidents.
• Time Management: Efficiently handle multiple concurrent tickets while maintaining high quality and adherence to SLAs.
• Adaptability: Thrive in a fast‑paced environment, quickly adjusting to new processes, tools, and shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the technology you support. As a Fiber Customer Support Analyst, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate skill development.
• Regular training sessions on emerging network technologies, customer experience best practices, and industry standards.
• Clear career pathways into senior support roles, technical specialist tracks, or cross‑functional positions such as field engineering, product management, or quality assurance.
• Opportunities to earn certifications and attend industry conferences, with company sponsorship for relevant courses.
• Internal mobility programs that allow you to explore roles across different regions, business units, or product lines.

Work Environment & Company Culture

Our remote-first approach means you can work from the comfort of your home while staying connected to a vibrant, collaborative team. We provide:

• State‑of‑the‑art remote work equipment, including high‑speed internet, ergonomic furniture, and secure VPN access.
• Regular virtual team meetings, town halls, and social events to foster community and engagement.
• A culture that values work‑life balance, mental health, and personal well‑being.
• Inclusive policies that celebrate diversity, equity, and belonging across all levels of the organization.
• Recognition programs that reward outstanding performance, innovation, and teamwork.

Compensation, Benefits & Perks

While the exact salary will depend on your location, experience, and skill set, we offer a competitive compensation package that includes:

• Base salary range aligned with industry standards for fiber support roles.
• Premium pay options such as overtime, shift differential, and holiday pay.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and flexible vacation policies.
• Employee assistance programs, mental health resources, and wellness initiatives.
• Tuition assistance and professional development funds.
• Adoption assistance and family‑friendly benefits.
• Regular performance bonuses and incentive programs.

For example, the weekly wage range for the New York location is $757.50 – $1,933.00, reflecting a full‑time schedule and the level of expertise required.

Equal Opportunity Employer

brighthush is proud to be an equal opportunity employer. We evaluate all qualified applicants without regard to veteran status, disability, or any other legally protected characteristic. We celebrate diversity and are committed to creating an inclusive environment where everyone can thrive.

Ready to Make an Impact?

If you’re passionate about technology, customer service, and making a real difference in people’s lives, we want to hear from you. Join brighthush as a Fiber Customer Support Analyst and become part of a team that values innovation, collaboration, and continuous improvement. Apply today and help us shape the future of connectivity.