Fiber Customer Support Analyst – Technical Troubleshooting & Customer Success Specialist – Join brighthush’s Innovative Connectivity Team

Welcome to brighthush – Where Innovation Meets Customer Delight

At brighthush, we’re more than a telecommunications leader; we’re a movement that empowers people to connect, create, and thrive in a digital world. From lightning‑fast fiber to cutting‑edge video services, our network is the backbone of modern life, and our people are the heart that keeps it beating. If you’re passionate about technology, love solving puzzles, and thrive in a fast‑paced environment, you’ll find a home here where your ideas are heard, your growth is accelerated, and your impact is felt across communities.

About the Role: Fiber Customer Support Analyst

As a Fiber Customer Support Analyst at brighthush, you’ll be the frontline champion for our Fios customers. You’ll blend technical expertise with exceptional customer service to ensure every call ends with a satisfied, connected customer. Your day‑to‑day will involve diagnosing and resolving issues across voice, data, and video services, while also providing clear, friendly guidance that turns a potential frustration into a memorable experience.

Key Responsibilities

• Answer incoming customer calls and emails, providing timely and accurate assistance for order inquiries, service activations, and troubleshooting.
• Diagnose and isolate technical problems related to fiber, copper, and wireless networks, including hardware, software, and application issues.
• Configure and test customer equipment, ensuring optimal performance of routers, modems, and set‑top boxes.
• Document all interactions in the ticketing system, creating detailed trouble reports and escalating complex issues to higher‑tier teams.
• Communicate technical information in a clear, customer‑friendly manner, adapting tone and depth to the audience’s technical comfort level.
• Work flexible hours, including evenings, weekends, holidays, and on‑call shifts as business needs dictate.
• Participate in continuous learning sessions, product training, and knowledge‑sharing workshops to stay ahead of evolving technologies.
• Collaborate with cross‑functional teams—engineering, product, and sales—to provide feedback on product improvements and customer pain points.
• Maintain a high first‑contact resolution rate by leveraging troubleshooting scripts, knowledge bases, and diagnostic tools.
• Act as a brand ambassador, embodying brighthush’s values of integrity, curiosity, and customer obsession in every interaction.

Essential Qualifications

• High school diploma or equivalent; an associate degree in Communications, Information Technology, or a related field is preferred.
• Strong verbal and written communication skills, with a proven ability to explain complex concepts simply.
• Customer‑first mindset: dedication to delivering exceptional service and turning challenges into opportunities.
• Basic understanding of networking concepts (IP, DNS, DHCP, Wi‑Fi) and familiarity with common consumer devices.
• Experience in a call‑center or technical support environment is highly desirable.
• Proficiency with Windows and macOS operating systems, and comfortable navigating multiple software applications.
• Ability to work independently and as part of a collaborative team in a remote setting.
• Strong analytical skills and a methodical approach to problem solving.
• High level of professionalism, empathy, and patience when dealing with frustrated or anxious customers.

Preferred Qualifications

• Associate degree or 2+ years of relevant technical support experience.
• Experience troubleshooting fiber or broadband services.
• Knowledge of VoIP, IPTV, and streaming platforms.
• Certifications such as CompTIA A+, Network+, or CCNA are a plus.
• Previous experience in a high‑volume, fast‑paced call center.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.

Core Skills & Competencies

• Technical Aptitude: Quick learner who can navigate complex troubleshooting steps and adapt to new tools.
• Problem‑Solving: Analytical thinker who can break down issues into actionable steps.
• Empathy & Patience: Ability to remain calm under pressure and provide reassurance to customers.
• Time Management: Efficiently handle multiple tickets while maintaining high quality.
• Team Collaboration: Willingness to share knowledge and support peers.
• Adaptability: Comfortable with evolving technology and changing business priorities.
• Communication: Clear, concise, and engaging in both written and verbal formats.
• Customer‑Centric Mindset: Passion for exceeding customer expectations and building loyalty.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the technology you support. We offer:

• Structured onboarding and mentorship programs to accelerate your skill development.
• Regular cross‑functional training sessions covering new services, product launches, and industry trends.
• Clear promotion tracks from Analyst to Senior Analyst, Team Lead, and beyond into engineering or product management.
• Access to internal learning platforms, certifications, and tuition reimbursement for relevant courses.
• Opportunities to participate in innovation labs, hackathons, and community outreach projects.
• Annual performance reviews that align your personal goals with brighthush’s strategic objectives.
• Leadership development programs for high‑potential employees.

Work Environment & Culture at brighthush

We believe that a vibrant, inclusive culture fuels innovation. Here’s what you’ll experience:

• Remote‑first flexibility with occasional in‑person training sessions and team gatherings.
• Inclusive, diverse teams that celebrate different perspectives and ideas.
• Transparent communication from leadership, with regular town‑halls and Q&A sessions.
• Employee resource groups that support professional growth and community engagement.
• A culture that rewards curiosity, experimentation, and continuous improvement.
• Access to wellness programs, mental health resources, and a supportive employee assistance program.
• Community‑impact initiatives that let you give back through volunteer days and partnership projects.

Compensation & Benefits

While specific pay varies by location and experience, we offer a competitive total rewards package that includes:

• Competitive base salary with potential for overtime, shift differential, and holiday pay.
• Comprehensive health, dental, and vision plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Tuition assistance and professional development stipend.
• Employee assistance program and wellness resources.
• Flexible work schedule and remote work options.
• Employee referral bonuses and performance‑based incentives.

How to Apply

If you’re ready to bring your technical expertise and customer‑centric mindset to a company that values innovation, growth, and community impact, we encourage you to apply today. Even if you don’t meet every “preferred” qualification, we’re excited to hear how your unique experience can contribute to the brighthush team.

Ready to make a difference? and join a team that’s redefining connectivity for the next generation.