Senior Fiber Customer Support Analyst – Advanced Technical Troubleshooter & Customer Experience Champion Driving Seamless Connectivity & Innovation at brighthush

Welcome to brighthush – Where Connectivity Meets Community

In an era where every click, call, and connection shapes our world, the demand for reliable, high‑speed internet, crystal‑clear voice, and immersive video experiences has never been higher. brighthush is more than a telecommunications provider; we are a catalyst for digital transformation, empowering millions of households and businesses to stay connected, collaborate, and thrive. With a global footprint that spans fiber, wireless, and cloud services, brighthush delivers the infrastructure that powers remote work, e‑learning, telehealth, and the next wave of smart‑city innovations.

Our mission is simple yet ambitious: to make connectivity accessible, affordable, and effortless for everyone. We invest in cutting‑edge technology, nurture a culture of curiosity, and put people first—both our customers and our team members. Whether you’re troubleshooting a home network or collaborating on a new product launch, your voice matters, your ideas are heard, and your impact is tangible.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you become part of a forward‑thinking community that celebrates diversity, encourages continuous learning, and rewards innovation. We anticipate change, lead with purpose, and believe that listening is the foundation of growth. Our people are our greatest asset, and we provide the tools, resources, and support needed to turn ambition into achievement.

From the first day, you’ll experience:

• Remote‑first work model that offers flexibility without compromising collaboration.
• Regular virtual town halls, monthly hackathons, and annual retreats that foster community and spark creativity.
• A culture that values inclusivity, innovation, and well‑being—with comprehensive wellness programs, mental health resources, and flexible work arrangements.
• Clear pathways for career progression and skill development, from Analyst to Senior Analyst, Team Lead, and beyond.

Role Overview

As a Senior Fiber Customer Support Analyst, you will 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: Serve as the first point of contact for 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.
• Cross‑Functional Collaboration: Work seamlessly with engineering, field technicians, product specialists, and sales teams to resolve complex issues and drive product improvements.
• Data‑Driven Insight: Analyze support metrics, identify trends, and recommend actionable improvements to reduce repeat calls and improve first‑contact resolution.

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 brighthush.

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.
• Data Literacy: Comfortable interpreting support metrics and using data to drive continuous improvement.

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.
• Regular hackathons and innovation challenges that allow you to experiment with new ideas.
• Leadership development workshops and coaching for high‑potential talent.

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.
• Community Impact: Opportunities to volunteer, mentor, and contribute to local initiatives that improve digital literacy.

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.
• Access to a company‑wide wellness portal with fitness challenges, mindfulness sessions, and nutrition guides.

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.