Fiber Customer Support Analyst – Voice, Data & Video Technical Support Specialist at brighthush
About brighthush and the Future of Connectivity
At brighthush, we’re not just a telecom company – we’re a catalyst for the digital revolution. Every day, we empower millions of households and businesses to connect, collaborate, and create through our cutting‑edge fiber and copper networks. Our mission is simple: to make high‑speed, reliable connectivity a universal right, not a privilege. By blending innovation, customer obsession, and a culture of continuous learning, brighthush is shaping the way people live, work, and play in a connected world.
When you join brighthush, you become part of a vibrant community that values curiosity, resilience, and the courage to challenge the status quo. We celebrate diverse perspectives, encourage bold ideas, and reward those who turn challenges into opportunities. Whether you’re troubleshooting a complex network issue or helping a customer set up their home office, you’ll be making a tangible difference in people’s lives.
Why This Role Matters
Our Fiber Customer Support Analysts are the frontline guardians of customer experience. They ensure that every call, chat, or ticket resolves with precision, empathy, and speed. In a world where connectivity is the backbone of productivity and entertainment, your expertise keeps our customers connected to what matters most.
Key Responsibilities
- Customer Interaction: Handle inbound calls and digital inquiries from fiber customers, providing clear, concise, and friendly support.
- Technical Troubleshooting: Diagnose and resolve issues related to voice, data, and video services across fiber and copper networks, using a systematic approach to isolate root causes.
- Service Configuration: Assist customers in setting up and optimizing their equipment, including routers, modems, and set‑top boxes, ensuring optimal performance.
- Documentation & Reporting: Create detailed trouble reports, log incidents accurately, and track resolution progress to maintain high service quality standards.
- Knowledge Sharing: Stay current with product updates, network changes, and industry best practices, and share insights with teammates to elevate collective expertise.
- Shift Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as needed to meet business demands and support our customers around the clock.
- Collaboration: Partner with engineering, field service, and product teams to resolve complex issues and drive continuous improvement.
Essential Qualifications
- High school diploma or equivalent; Associate’s degree preferred.
- 2+ years of technical support experience in a call center or customer‑facing role.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
- Proficiency with Windows and macOS operating systems, common networking protocols, and basic hardware troubleshooting.
- Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a fast‑paced environment.
- Positive, customer‑centric attitude with a genuine desire to help others.
Preferred Qualifications
- Associate’s degree in Communications, Information Technology, or a related field.
- Experience troubleshooting fiber optic or copper network equipment.
- Knowledge of VoIP, IPTV, and broadband technologies.
- Previous exposure to ticketing systems (e.g., ServiceNow, Zendesk) and CRM platforms.
- Multilingual capabilities to serve a diverse customer base.
- Certifications such as CompTIA A+, Network+, or similar.
Core Skills & Competencies
- Technical Aptitude: Quick learner who can navigate complex systems and troubleshoot hardware/software issues.
- Problem‑Solving: Analytical mindset with a methodical approach to diagnosing and resolving problems.
- Customer Empathy: Ability to listen actively, understand customer pain points, and deliver solutions that exceed expectations.
- Communication: Clear, concise, and professional communication across multiple channels.
- Team Collaboration: Willingness to collaborate with cross‑functional teams and share knowledge.
- Adaptability: Comfortable with change, new technologies, and evolving processes.
- Time Management: Efficiently manage multiple tasks while maintaining high quality and accuracy.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Fiber Customer Support Analyst, you’ll have access to:
- Structured onboarding and continuous training programs covering the latest network technologies, customer service best practices, and soft‑skill development.
- Mentorship from seasoned engineers and managers who are committed to your professional advancement.
- Clear career pathways into senior support roles, technical specialist tracks, or transition into field service, product management, and engineering.
- Regular performance reviews with actionable feedback and personalized development plans.
- Opportunities to participate in cross‑functional projects, hackathons, and innovation challenges that shape the future of connectivity.
Work Environment & Culture at brighthush
Our culture is built on three pillars: Integrity, Innovation, and Inclusion. We foster an environment where:
- Employees feel safe to voice ideas, challenge assumptions, and experiment.
- Collaboration transcends departments, encouraging knowledge sharing and collective problem‑solving.
- Diversity is celebrated, and every voice is heard.
- Work‑life balance is respected, with flexible scheduling and remote work options.
Whether you’re working from home or in one of our regional hubs, you’ll experience a supportive, high‑energy atmosphere that rewards initiative and celebrates success.
Compensation, Perks, and Benefits
While the exact salary range depends on location and experience, our compensation package is designed to be competitive and rewarding. In addition to a base salary, you may receive:
- Premium pay for overtime, shift differentials, and holiday work.
- Health, dental, and vision insurance plans with generous coverage options.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and personal days.
- Tuition assistance for approved courses and certifications.
- Employee assistance programs, wellness initiatives, and mental health resources.
- Discounts on brighthush products and services.
How to Apply
Ready to make a difference in the lives of millions of customers? Submit your application through our careers portal. We’re excited to learn how your skills, passion, and vision align with brighthush’s mission to connect the world.