Fiber Customer Support Analyst – Voice, Data & Video Technical Support Specialist at brighthush

About brighthush and the Future of Connectivity

At brighthush, we are more than a telecommunications provider – we are a catalyst for digital transformation. Our mission is to empower people and businesses by delivering reliable, high‑speed fiber and wireless solutions that keep the world connected. Whether it’s a family streaming the latest blockbuster, a small business hosting a virtual conference, or a remote team collaborating across continents, brighthush is the invisible thread that makes it all possible.

We believe that technology should be accessible, intuitive, and, most importantly, customer‑centric. That philosophy drives every fiber optic cable we lay, every data packet we route, and every support call we answer. If you thrive on solving complex problems, enjoy helping people, and want to be part of a company that is shaping the future of connectivity, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Every call you handle directly improves a customer’s experience and strengthens our community’s digital resilience.
• Career Growth: From entry‑level support to senior technical roles, brighthush offers clear pathways and mentorship programs.
• Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard.
• Competitive Rewards: A comprehensive benefits package, performance bonuses, and flexible work arrangements.
• Continuous Learning: Access to industry certifications, on‑the‑job training, and a library of technical resources.

Key Responsibilities

As a Fiber Customer Support Analyst, you will be the frontline guardian of our customers’ digital lives. Your day‑to‑day tasks will include:

• Answering inbound calls from customers experiencing issues with voice, data, or video services.
• Diagnosing and troubleshooting hardware, software, network, and device problems using a systematic, customer‑friendly approach.
• Providing clear, concise, and professional explanations of technical concepts to non‑technical users.
• Documenting trouble reports, tracking resolution status, and escalating complex issues to higher‑tier teams.
• Configuring and guiding customers through the setup of fiber and copper network equipment.
• Maintaining up‑to‑date knowledge of brighthush’s product portfolio, service offerings, and industry best practices.
• Working flexible hours, including evenings, weekends, holidays, and unscheduled shifts to meet business demands.
• Participating in ongoing training sessions, knowledge‑sharing workshops, and quarterly performance reviews.

Essential Qualifications

• High school diploma or equivalent; an associate degree in a related field is preferred.
• Strong verbal and written communication skills in English.
• Demonstrated commitment to customer service excellence and a positive, professional demeanor.
• Basic understanding of networking concepts, including IP addressing, DNS, and VoIP.
• Proficiency with Windows and macOS operating systems, as well as common productivity software.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.
• Valid driver’s license and reliable transportation (for occasional in‑person training).
• Completion of the Computer & Internet Knowledge Test (210) and SACS HTML Results.

Preferred Qualifications

• 2+ years of technical support or call‑center experience.
• Experience troubleshooting fiber optic or copper network equipment.
• Knowledge of VoIP protocols (SIP, RTP) and video streaming technologies.
• Familiarity with remote support tools such as TeamViewer or LogMeIn.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk).
• Certification in networking (CCNA, CompTIA Network+) or customer service (HDI).

Skills & Competencies

• Technical Aptitude: Quick learner who can navigate complex technical issues and translate them into layman’s terms.
• Problem‑Solving: Analytical thinker who can isolate root causes and implement effective solutions.
• Empathy & Patience: Ability to remain calm under pressure and provide compassionate support to frustrated customers.
• Time Management: Efficiently juggle multiple calls, tickets, and documentation tasks.
• Team Collaboration: Willingness to share knowledge, mentor peers, and contribute to a culture of continuous improvement.
• Adaptability: Comfortable with evolving technologies, shifting priorities, and new processes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Starting as a Fiber Customer Support Analyst, you can progress to:

• Senior Technical Support Specialist – leading complex cases and mentoring junior analysts.
• Team Lead – managing a group of analysts, setting performance metrics, and driving process improvements.
• Technical Solutions Engineer – designing and implementing network solutions for enterprise customers.
• Product Management – shaping the next generation of fiber and wireless offerings.

We invest in your professional development through:

• Annual tuition reimbursement for relevant certifications.
• Access to a digital learning platform with courses on networking, customer experience, and leadership.
• Quarterly hackathons and innovation challenges to spark creativity.
• Mentorship programs pairing you with senior leaders across the organization.

Work Environment & Company Culture

brighthush’s culture is built on the principles of transparency, collaboration, and continuous improvement. We value:

• Inclusivity: A diverse workforce where every perspective is respected.
• Innovation: Encouraging bold ideas and rewarding experimentation.
• Work‑Life Balance: Flexible schedules, remote work options, and generous paid time off.
• Community Engagement: Volunteer opportunities, sponsorships, and local partnerships.

Our remote work model means you can perform your duties from the comfort of your home, with occasional in‑person training sessions and team gatherings to foster connection and collaboration.

Compensation & Benefits

brighthush offers a competitive compensation package that reflects your skills, experience, and the value you bring to our customers. While the exact salary will vary by location and role, full‑time analysts can expect a weekly wage range of $673.50 to $1,601.00, with opportunities for overtime, shift differentials, and holiday pay.

Benefits include:

• Health, dental, and vision insurance.
• 401(k) savings plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Adoption assistance and family‑friendly policies.
• Tuition assistance for approved courses and certifications.
• Employee wellness programs, including mental health resources.
• Employee discount programs for technology and services.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We evaluate 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 for all employees.

How to Apply

If you are ready to join a forward‑thinking team that values your expertise and offers a platform for growth, we encourage you to apply today. Even if you don’t meet every “preferred” qualification, your passion and potential are what matter most to us.

We look forward to welcoming you to the brighthush family, where your skills will help illuminate the digital world for millions of customers.