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

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 services, brighthush empowers millions of households and businesses to stay connected, collaborate, and thrive in an increasingly digital world. Our mission is simple yet profound: to deliver reliable, high‑speed connectivity that enriches lives and fuels progress. We do this by investing in cutting‑edge technology, fostering a culture of curiosity, and putting people first – both our customers and our team members.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience a workplace that celebrates diversity, encourages continuous learning, and rewards innovation. We’re a community of forward‑thinkers who anticipate change, lead with purpose, and believe that listening is the foundation of growth. Whether you’re troubleshooting a customer’s home network or collaborating on a new product launch, you’ll find that your voice matters, your ideas are heard, and your impact is tangible.

Role Overview

As a Fiber Customer Support Analyst, you’ll be the frontline champion for our residential and small‑business customers. You’ll provide expert technical support for voice, data, and video services delivered over our fiber and copper networks. Your day‑to‑day responsibilities will involve diagnosing complex issues, guiding customers through resolution steps, and ensuring a seamless, positive experience that reflects brighthush’s commitment to excellence.

Key Responsibilities

• Customer Interaction: Answer incoming calls, emails, and chat inquiries from customers seeking assistance with order inquiries, service activation, or troubleshooting.
• Technical Troubleshooting: Diagnose and resolve issues related to voice, data, and video services, including hardware, software, network configurations, and device compatibility.
• Issue Analysis: Perform root‑cause analysis, isolate trouble conditions, and document findings in our ticketing system with clear, actionable steps.
• Equipment Support: Guide customers through the configuration and maintenance of customer‑premises equipment such as routers, modems, and set‑top boxes.
• Clear Communication: Translate technical information into customer‑friendly language, ensuring clarity and confidence throughout the support interaction.
• Shift Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as required to meet customer demand and maintain service uptime.
• Continuous Improvement: Participate in quality assurance reviews, share best practices, and contribute to process enhancements that elevate the customer experience.

Essential Qualifications

• High school diploma or equivalent; an associate degree or higher is preferred.
• Strong verbal and written communication skills in English.
• Demonstrated customer‑service excellence with a positive, professional demeanor.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, etc.) is a plus.
• Experience with call‑center or technical support roles is highly desirable.

Preferred Qualifications

• Associate degree in Communications, Information Technology, or a related field.
• 2+ years of relevant technical support experience.
• Familiarity with fiber‑optic technology and copper‑based broadband services.
• Experience troubleshooting VoIP, IPTV, and streaming services.
• Proficiency with ticketing systems such as Salesforce or Zendesk.

Skills & Competencies

• Technical Aptitude: Quick learner who can navigate complex systems and troubleshoot hardware/software issues.
• Problem‑Solving: Analytical mindset with the ability to identify root causes and implement effective solutions.
• Customer‑Centricity: Empathy, patience, and a genuine desire to help customers succeed.
• Adaptability: Comfortable with changing priorities, new technologies, and evolving customer needs.
• Collaboration: Works seamlessly with cross‑functional teams, including engineering, field technicians, and product specialists.
• Time Management: Manages multiple tickets simultaneously while maintaining high quality and accuracy.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured onboarding and mentorship programs to accelerate your skill development.
• Access to internal training modules covering advanced networking, customer experience, and leadership.
• Clear promotion paths from Analyst to Senior Analyst, Team Lead, and beyond.
• Cross‑departmental projects that expose you to product development, operations, and strategy.
• Annual tuition reimbursement for courses that align with your career goals.

Work Environment & Culture

Our remote-first approach means you can work from the comfort of your home while staying connected to a vibrant, collaborative community. We host quarterly virtual town halls, monthly hackathons, and annual retreats that bring the brighthush family together. Our culture is built on:

• Inclusivity: A diverse workforce that values every perspective.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to life.
• Well‑Being: Comprehensive wellness programs, mental health resources, and flexible work arrangements.
• Recognition: Regular shout‑outs, awards, and peer‑to‑peer recognition for outstanding contributions.

Compensation & Benefits

While specific salary ranges vary by location and experience, we offer a competitive total rewards package that includes:

• Base salary plus premium pay for overtime, shift differentials, and holiday work.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Employee assistance program and wellness stipend.
• Tuition reimbursement and professional development budget.
• Employee discount program for brighthush products and services.

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. Even if you don’t meet every “preferred” qualification, your enthusiasm and willingness to learn are what we value most.

Ready to join the brighthush team? Click the link below to submit your application and start your journey with us.