Seasoned Fiber Customer Support Analyst – Voice, Data, Video Technical Support Specialist for Brighthush’s Fiber Network

About Brighthush and the Fiber Revolution

Brighthush is at the forefront of the next‑generation connectivity revolution, delivering blazing‑fast fiber, voice, data, and video services to millions of households and businesses worldwide. Our mission is simple yet powerful: to connect people to the experiences that matter most—whether it’s streaming a movie, collaborating on a project, or staying in touch with loved ones. By combining cutting‑edge technology with a relentless focus on customer experience, Brighthush has become a trusted partner for families and enterprises alike.

As the world becomes increasingly digital, the demand for reliable, high‑performance connectivity continues to surge. Brighthush is expanding its fiber footprint across the United States, and we’re looking for passionate, customer‑centric professionals to join our support team. If you thrive in a fast‑paced environment, love solving technical puzzles, and want to make a tangible impact on people’s daily lives, we want you on our team.

Why Brighthush?

• Innovation at Scale – Work with the latest fiber optics, networking protocols, and cloud‑based support tools.
• Growth & Development – Access to continuous learning, certifications, and career‑advancement pathways.
• Inclusive Culture – A community that values diverse perspectives, encourages open dialogue, and celebrates every win.
• Work‑Life Balance – Flexible remote work options, competitive pay, and a comprehensive benefits package.

Key Responsibilities

As a Fiber Customer Support Analyst, you will be the frontline champion for Brighthush’s fiber customers. Your day‑to‑day duties will include:

• Answering inbound calls, chats, and emails from customers experiencing voice, data, or video service issues.
• Diagnosing and troubleshooting hardware, software, and network problems using advanced diagnostic tools.
• Providing clear, step‑by‑step guidance to customers, ensuring they understand the solution and feel supported.
• Documenting all interactions in the ticketing system, creating detailed trouble reports, and escalating complex cases to higher‑tier teams.
• Configuring and troubleshooting customer equipment such as modems, routers, and set‑top boxes.
• Maintaining up‑to‑date knowledge of Brighthush’s product portfolio, service offerings, and industry best practices.
• Participating in on‑call rotations, including evenings, weekends, and holidays, to meet service level agreements.
• Contributing to continuous improvement initiatives by sharing insights, suggesting process enhancements, and participating in knowledge‑sharing sessions.

Essential Qualifications

We’re looking for candidates who bring a blend of technical aptitude, customer‑service excellence, and a proactive mindset:

• High school diploma or equivalent; an associate degree in a related field is a plus.
• Minimum of 2 years of technical support experience, preferably in a call‑center or customer‑facing role.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts in simple terms.
• Proficiency with Windows and macOS operating systems, as well as basic networking concepts (IP addressing, DNS, DHCP).
• Experience troubleshooting voice, data, and video services, including fiber‑optic and copper‑based networks.
• Comfortable using remote‑desktop tools, ticketing systems, and knowledge‑base platforms.
• Demonstrated ability to remain calm under pressure, prioritize tasks, and meet performance metrics.
• Valid driver’s license and reliable transportation (for occasional in‑person training or site visits).

Preferred Qualifications

While not mandatory, the following credentials will set you apart:

• Associate or bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Experience with fiber‑optic network troubleshooting (e.g., OTDR, optical power meters).
• Knowledge of VoIP protocols (SIP, RTP) and video streaming technologies.
• Previous exposure to call‑center performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Certifications such as CompTIA A+, Network+, or CCNA.
• Multilingual abilities (Spanish, Mandarin, etc.) to serve a diverse customer base.

Core Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and analytical skills:

• Technical Troubleshooting – Ability to isolate root causes and apply systematic solutions.
• Customer Empathy – Genuine care for customer needs and a commitment to delivering a positive experience.
• Communication – Clear, concise, and professional communication across multiple channels.
• Adaptability – Flexibility to handle shifting priorities and evolving technology landscapes.
• Team Collaboration – Willingness to share knowledge, support peers, and contribute to a collaborative environment.
• Time Management – Efficiently juggle multiple tickets while maintaining high quality of service.
• Continuous Learning – Proactive pursuit of new skills, certifications, and industry trends.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Fiber Customer Support Analyst, you will have the opportunity to:

• Progress to Tier 2 or Tier 3 technical support roles, handling more complex issues.
• Transition into specialized fields such as network engineering, field service, or product management.
• Earn industry certifications (CompTIA, Cisco, etc.) through our tuition assistance program.
• Participate in leadership development workshops and mentorship programs.
• Take on project‑based roles that influence product design, customer experience, and operational excellence.

Work Environment & Culture at Brighthush

Brighthush fosters a culture that values innovation, collaboration, and well‑being. Key highlights include:

• Remote‑First Flexibility – Work from home with occasional in‑person training sessions.
• Inclusive Community – A diverse workforce that celebrates individuality and promotes belonging.
• Employee Resource Groups – Connect with peers across shared interests and backgrounds.
• Health & Wellness – Comprehensive medical, dental, and vision plans, along with mental‑health resources.
• Work‑Life Balance – Paid time off, holiday pay, and flexible scheduling to support personal commitments.
• Recognition & Rewards – Performance bonuses, spot awards, and public acknowledgment of achievements.

Compensation & Benefits

Brighthush offers a competitive total‑reward package designed to support your professional and personal growth:

• Base salary commensurate with experience and location, with potential for overtime, shift differentials, and holiday pay.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and paid holidays.
• Tuition reimbursement for approved courses and certifications.
• Employee assistance program, wellness stipends, and on‑site fitness resources.
• Employee referral bonuses and recognition programs.

Required Tests & Assessments

To ensure a strong fit, candidates will complete the following assessments:

• Computer & Internet Knowledge Test (210)
• SACS HTML Results Test

How to Apply

Ready to join Brighthush and help shape the future of connectivity? Click the link below to submit your application and take the first step toward an exciting career in fiber technology.

Apply To This Job

Closing Thoughts

At Brighthush, every call you handle, every issue you resolve, and every customer you support directly contributes to a world that is more connected, more informed, and more vibrant. If you’re passionate about technology, dedicated to customer success, and eager to grow within a forward‑thinking organization, we encourage you to apply today. Join us, and let’s build the future of connectivity together.