Senior Fiber Customer Support Analyst – Technical Troubleshooting, Voice & Video Service Specialist

Introduction: Join brighthush and Shape the Future of Connectivity

At brighthush, we’re more than a telecommunications company – we’re a catalyst for digital transformation. With a global footprint that spans fiber, wireless, and cloud services, brighthush empowers millions of households and businesses to connect, collaborate, and innovate. We’re on a mission to deliver the fastest, most reliable network in the world, and we need passionate, customer‑centric professionals to help us achieve that vision.

As a Fiber Customer Support Analyst, you’ll be the frontline of our service experience, ensuring that every brighthush customer receives the highest level of technical support and personalized care. Whether it’s troubleshooting a fiber outage, configuring a new home router, or guiding a user through a streaming service, you’ll play a pivotal role in turning challenges into opportunities for delight.

Ready to bring your expertise to a company that values curiosity, collaboration, and continuous learning? Let’s explore what this role has to offer.

Key Responsibilities

• Customer Interaction & Issue Resolution: Handle inbound calls from brighthush customers, providing timely, accurate solutions for voice, data, and video service inquiries.
• Technical Troubleshooting: Diagnose and isolate hardware, software, and network issues across fiber and copper infrastructures, using diagnostic tools and knowledge bases.
• Service Configuration & Support: Assist customers in setting up and optimizing their home or business equipment, including routers, modems, and set‑top boxes.
• Documentation & Reporting: Create detailed trouble reports, log incidents, and track resolution progress in our ticketing system.
• Communication & Education: Translate complex technical information into clear, customer‑friendly language, ensuring users understand the steps taken and the outcomes.
• Shift Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as required to meet customer demand and business objectives.
• Continuous Improvement: Participate in post‑incident reviews, share insights with the engineering team, and contribute to knowledge‑base updates.

Essential Qualifications

• High school diploma or equivalent; an Associate’s degree in Communications, Information Technology, or a related field is preferred.
• Strong verbal and written communication skills in English.
• Demonstrated commitment to customer service excellence and a positive, professional attitude.
• Basic understanding of networking concepts, including IP addressing, DHCP, and DNS.
• Proficiency with Windows and macOS operating systems, as well as common consumer devices.
• Ability to work independently in a remote environment while maintaining high productivity and accountability.
• Strong analytical and problem‑solving skills, with the ability to think critically under pressure.

Preferred Qualifications

• Associate’s degree or 2+ years of relevant experience in a technical support or customer service role.
• Experience in a call‑center environment, handling high‑volume inbound traffic.
• Familiarity with fiber optic technology, including ONTs, fiber termination, and signal loss metrics.
• Knowledge of VoIP, IPTV, and streaming platforms.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk) and remote troubleshooting tools.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Skills & Competencies

• Technical Proficiency: Comfort with troubleshooting across multiple layers of the network stack.
• Customer‑First Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and engaging verbal and written communication.
• Adaptability: Ability to pivot quickly between different types of customer issues and shifting priorities.
• Team Collaboration: Willingness to collaborate with engineering, field technicians, and product teams.
• Time Management: Efficiently manage call queues while maintaining high quality of service.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Fiber Customer Support Analyst, you’ll gain:

• Hands‑on exposure to cutting‑edge fiber and wireless technologies.
• Mentorship from seasoned engineers and product specialists.
• Access to internal training programs, certifications, and e‑learning modules.
• Clear pathways to advanced roles such as Technical Support Engineer, Field Technician, or Product Manager.
• Opportunities to contribute to process improvements and product enhancements.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, inclusion, and impact. We believe that a diverse team fuels creativity and drives better outcomes for our customers. Our remote-first approach means you can work from anywhere while staying connected to a vibrant community of colleagues through virtual collaboration tools, regular town halls, and informal “coffee chat” sessions.

We celebrate wins, learn from failures, and continuously iterate on our processes. Whether you’re troubleshooting a fiber outage or brainstorming a new customer‑centric feature, you’ll find a supportive environment that values your voice.

Compensation & Benefits

While specific compensation varies by location and experience, we offer a competitive salary range that reflects the value of your expertise. In addition to base pay, you may qualify for:

• Premium pay for overtime, shift differentials, and holiday work.
• Health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Generous paid time off (PTO), including vacation, sick leave, and personal days.
• Tuition reimbursement and professional development stipends.
• Employee assistance programs and wellness resources.
• Flexible work arrangements and remote work support.

Testing & Onboarding

To ensure you’re a great fit for the role, we require a Computer & Internet Knowledge Test. You can review the test preview and prepare using the resources available on our Test Preparation Portal.

Once you pass the assessment, you’ll join a structured onboarding program that includes virtual training sessions, shadowing opportunities, and a mentorship plan to help you hit the ground running.

Equal Employment Opportunity

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of veteran status, disability, or any other protected characteristic.

How to Apply

Ready to bring your passion for technology and customer service to brighthush? Click the link below to submit your application and join a team that’s redefining the future of connectivity.