Fiber Customer Support Analyst – Remote, Full‑Time – Champion Seamless Connectivity & Customer Success at brighthush

About brighthush

brighthush is not just a telecommunications provider – it’s a catalyst for digital transformation. With a portfolio that spans ultra‑fast fiber, next‑generation 5G, and cloud‑native networking, brighthush empowers businesses, communities, and individuals to connect, collaborate, and innovate at unprecedented speeds. Our mission is simple yet powerful: to bring people closer together by delivering reliable, cutting‑edge connectivity that fuels creativity, productivity, and joy. At brighthush, curiosity, resilience, and a passion for customer‑centric service drive everything we do. If you’re ready to join a forward‑thinking team that is shaping the future of communication, we want to hear from you.

Why This Role Matters

Every interaction you have as a Fiber Customer Support Analyst is a chance to build trust, solve real‑world problems, and showcase the quality of our fiber network. You will be the frontline advocate for our users, ensuring they experience seamless connectivity and exceptional service. Your dedication to customer service excellence will directly influence satisfaction scores, retention rates, and the overall reputation of brighthush as a leader in the telecommunications industry.

Key Responsibilities

• Customer Engagement: Respond to inbound calls, emails, and chat inquiries from residential and commercial customers with professionalism, empathy, and a solutions‑first mindset.
• Technical Troubleshooting: Diagnose and resolve service issues related to fiber connectivity, signal quality, and equipment configuration using diagnostic tools, knowledge bases, and real‑time monitoring dashboards.
• Solution Delivery: Provide step‑by‑step guidance to customers, ensuring they understand and can implement solutions to restore or improve service.
• Escalation Management: Identify complex problems that require higher‑level support, document all interactions, and coordinate with Tier 2/3 teams to expedite resolution.
• Data Accuracy: Log all customer interactions, actions taken, and outcomes in the CRM system, maintaining high data integrity for reporting and quality assurance.
• Shift Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as needed to meet service level agreements and support peak demand periods.
• Continuous Improvement: Participate in post‑incident reviews, share insights, and contribute to process enhancements that improve customer experience and operational efficiency.
• Knowledge Sharing: Mentor new hires, contribute to the internal knowledge base, and stay current on industry trends and product updates.

Essential Qualifications

• High school diploma or equivalent; an Associate Degree in Communications, Information Technology, or a related field is preferred.
• Minimum of 2 years of customer service experience, ideally in a technical or telecommunications environment.
• Strong verbal and written communication skills in English, with the ability to explain technical concepts to non‑technical audiences.
• Proficiency with customer relationship management (CRM) software and basic troubleshooting tools.
• Demonstrated ability to remain calm, patient, and solution‑focused under pressure.
• Availability to work flexible hours, including evenings, weekends, holidays, and unscheduled shifts.

Preferred Qualifications

• Experience with fiber optic or broadband technologies, including knowledge of signal loss, attenuation, and basic network topology.
• Technical certifications such as CompTIA A+, Network+, or a related field.
• Previous exposure to remote work environments and self‑management of time and tasks.
• Multilingual abilities or experience serving diverse customer bases.
• Experience with data analytics or reporting tools to track performance metrics.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to exceeding expectations.
• Problem‑Solving: Analytical thinking, root‑cause analysis, and the ability to devise practical solutions quickly.
• Technical Aptitude: Comfortable learning new technologies, troubleshooting hardware/software, and using diagnostic tools.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Works effectively with cross‑functional teams, sharing knowledge and supporting collective goals.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Fiber Customer Support Analyst, you will have access to a wealth of development resources:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on the latest fiber technologies, customer service best practices, and industry trends.
• Clear career pathways into senior support roles, technical engineering, project management, or sales, depending on your interests.
• Opportunities to lead initiatives, such as process improvement projects or knowledge‑base updates, that showcase leadership potential.
• Access to a robust internal learning platform with courses, certifications, and webinars to broaden your skill set.
• Annual performance reviews that align your goals with company objectives and open doors to merit‑based advancement.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and continuous improvement. Our remote work model empowers you to balance professional growth with personal well‑being. You’ll collaborate with a diverse team of engineers, analysts, and customer success leaders who value transparency, collaboration, and a shared commitment to excellence. We celebrate achievements, encourage open dialogue, and provide the tools you need to succeed from anywhere.

Compensation & Benefits

We offer a competitive salary range of USD 35,022 – 83,252 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Generous paid time off (PTO) that supports work‑life balance.
• Tuition reimbursement to support your professional development and educational goals.
• A retirement plan with company matching to help secure your future.
• Health, dental, and vision insurance options tailored to your needs.
• Employee assistance programs, wellness initiatives, and flexible work arrangements.
• Regular performance reviews and opportunities for salary growth based on merit.

How to Apply

If you’re passionate about delivering world‑class customer support, thrive in a dynamic environment, and want to be part of a company that’s shaping the future of connectivity, we encourage you to apply today. Join brighthush and help us bring people closer together through reliable, high‑speed fiber solutions.