Fiber Customer Support Analyst – Technical Support & Troubleshooting Specialist for Voice, Data, and Video Services in a Dynamic Fiber Network Environment

About brighthush

At brighthush, we’re more than a telecommunications company – we’re a catalyst for connection, innovation, and community. With a global footprint that spans fiber, wireless, and cloud solutions, we empower millions of customers to live, work, and play with confidence and creativity. Our mission is simple yet powerful: connect people to what brings them joy. We do this by building reliable networks, delivering cutting‑edge services, and fostering a culture where curiosity, collaboration, and continuous learning thrive.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role – you’re stepping into a community that values your voice, your ideas, and your growth. We celebrate daring innovation, support bold experimentation, and reward those who bring fresh perspectives to the table. Whether you’re troubleshooting a fiber outage or designing a new customer experience, you’ll find a workplace that:

• Encourages creative problem‑solving and empowers you to make decisions that impact millions.
• Provides continuous learning opportunities through formal training, mentorship, and cross‑functional projects.
• Fosters a collaborative culture where teams across the globe share knowledge, celebrate wins, and lift each other up during challenges.
• Offers flexible work arrangements that respect your work‑life balance while keeping you connected to the team.

Role Overview

As a Fiber Customer Support Analyst at brighthush, you will be the frontline champion for our Fios customers. You’ll provide exceptional technical support and customer service for voice, data, and video services delivered over our fiber and copper networks. Your expertise will help customers resolve issues quickly, ensuring they stay connected to the digital world they rely on.

Key Responsibilities

• Answer incoming calls and chat inquiries from customers regarding order inquiries, service activation, and troubleshooting.
• Diagnose and resolve technical issues related to voice, data, and video services, including hardware, software, applications, networks, and customer‑owned devices.
• Perform detailed analysis of trouble conditions, isolate root causes, and create accurate trouble reports for escalation or resolution.
• Configure and support customer equipment (modems, routers, set‑top boxes) using knowledge of communication and networking components.
• Communicate clearly and professionally, tailoring technical explanations to the customer’s level of understanding.
• Document all interactions and solutions in the ticketing system, ensuring compliance with quality and security standards.
• Work flexible hours, including evenings, weekends, holidays, and unscheduled shifts as required by business needs.
• Collaborate with cross‑functional teams (engineering, field services, product management) to share insights and improve service delivery.
• Participate in continuous improvement initiatives, providing feedback on processes, tools, and customer experience.

Essential Qualifications

• High school diploma or equivalent; an associate degree in a related field or 2+ years of relevant experience is preferred.
• Strong customer‑service orientation with a proven track record of delivering exceptional support.
• Excellent verbal and written communication skills in English; additional language proficiency is a plus.
• Basic understanding of networking concepts (IP, DNS, DHCP, VoIP) and familiarity with fiber and copper infrastructure.
• Experience in a technical support or call center environment, preferably in telecommunications.
• Proficiency with Windows and macOS operating systems, as well as common productivity and support tools.
• Ability to work independently and as part of a team in a fast‑paced, high‑volume environment.
• Strong analytical and problem‑solving skills, with the ability to troubleshoot complex technical issues.
• Adaptability to changing priorities and willingness to learn new technologies quickly.

Preferred Qualifications

• Associate or bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Experience with fiber optic cabling, termination, and testing equipment.
• Knowledge of VoIP protocols (SIP, RTP) and video streaming technologies.
• Certification in networking (e.g., CompTIA Network+, CCNA) or customer‑support (e.g., ITIL Foundation).
• Prior experience troubleshooting consumer electronics (set‑top boxes, routers, smart TVs).
• Familiarity with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk).

Core Skills & Competencies

• Technical Proficiency: Ability to diagnose and resolve hardware, software, and network issues.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and adaptable communication tailored to technical and non‑technical audiences.
• Problem Solving: Analytical thinking, root‑cause analysis, and creative troubleshooting.
• Collaboration: Team player who shares knowledge and works cross‑functionally.
• Time Management: Prioritizes tasks effectively in a high‑volume environment.
• Continuous Learning: Eagerness to stay current with emerging technologies and industry trends.

Career Growth & Development

At brighthush, we believe that your career should evolve as quickly as the technology you support. As a Fiber Customer Support Analyst, you’ll have access to:

• Structured Learning Paths: Technical training modules, certifications, and mentorship programs designed to deepen your expertise.
• Career Ladders: Opportunities to advance into senior support roles, technical specialist tracks, or management positions.
• Cross‑Functional Projects: Participation in product development, quality assurance, and field service initiatives.
• Innovation Labs: Access to internal hackathons and idea‑generation workshops where you can prototype new solutions.
• Global Mobility: Potential to work in different regions or teams, expanding your professional network.

Work Environment & Culture

Our remote‑first approach means you can work from the comfort of your home while staying connected to a vibrant, global team. We support this with:

• Regular virtual team meetings, knowledge‑sharing sessions, and social events.
• Access to a digital collaboration hub (Slack, Teams, Confluence) for real‑time communication.
• Flexible scheduling that respects your personal commitments.
• A culture that celebrates diversity, inclusion, and belonging.
• Recognition programs that reward outstanding performance and innovative ideas.

Compensation & Benefits

While the exact salary will depend on your location, experience, and skill set, we offer a competitive base pay range that reflects the value of your expertise. In addition to base salary, you may be eligible for:

• Premium pay for overtime, shift differentials, and holiday work.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off, sick leave, and paid parental leave.
• Employee assistance programs, wellness initiatives, and mental‑health resources.
• Tuition reimbursement and professional development allowances.
• Employee discounts on brighthush products and services.
• Flexible work‑from‑home stipends and equipment support.

How to Apply

Ready to make a difference in the lives of millions of customers? We encourage you to apply even if you don’t meet every “preferred” qualification. Your passion, willingness to learn, and customer‑first mindset are what truly matter.

Click the link below to submit your application and join the brighthush team. We can’t wait to discover what you’ll bring to our community.