About Brighthush and the Fiber Customer Support Analyst Role
At brighthush, we’re redefining how people connect to the world. Our fiber network delivers lightning‑fast internet, crystal‑clear voice, and immersive video experiences that empower families, businesses, and communities to thrive. We’re not just a telecom provider; we’re a catalyst for innovation, creativity, and impact. If you’re passionate about technology, love solving problems, and want to be part of a team that values curiosity, collaboration, and continuous learning, then the Fiber Customer Support Analyst position is your next career milestone.
Why Brighthush?
Brighthush is more than a company – it’s a movement. We believe that every customer interaction is an opportunity to build trust, deliver delight, and create lasting relationships. Our culture is built on:
- Customer‑First Mindset: We put the customer at the center of everything we do.
- Innovation & Growth: We encourage bold ideas, rapid experimentation, and data‑driven decisions.
- Inclusive Community: We celebrate diversity, foster belonging, and empower every voice.
- Work‑Life Harmony: Flexible schedules, remote options, and a supportive environment help you grow both professionally and personally.
Role Overview
As a Fiber Customer Support Analyst at brighthush, you will be the frontline hero for our Fios customers. You’ll troubleshoot voice, data, and video services, ensuring that every customer experiences the seamless connectivity they expect from a world‑class fiber network. Your technical expertise, communication skills, and empathy will directly impact customer satisfaction, loyalty, and brand reputation.
Key Responsibilities
- Customer Interaction: Handle inbound calls, chats, and emails from customers with order inquiries, service issues, or technical questions.
- Technical Troubleshooting: Diagnose and resolve hardware, software, application, network, and device problems using diagnostic tools and knowledge bases.
- Service Support: Provide guidance on voice, data, and video services, including feature activation, configuration, and optimization.
- Issue Analysis & Reporting: Analyze trouble conditions, create detailed trouble reports, and prioritize tickets for escalation.
- Equipment Configuration: Assist customers in configuring routers, modems, and other customer premises equipment (CPE).
- Clear Communication: Translate complex technical information into simple, actionable steps for customers of all technical backgrounds.
- Shift Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as required to meet business needs.
- Continuous Improvement: Participate in training sessions, share best practices, and contribute to knowledge base updates.
Essential Qualifications
- High school diploma or equivalent; an associate degree or higher in a related field is preferred.
- 2+ years of customer service or technical support experience, preferably in a call center environment.
- Strong verbal and written communication skills in English.
- Basic understanding of networking concepts, IP addressing, and VoIP technologies.
- Proficiency with Windows and macOS operating systems, and familiarity with common productivity suites.
- Ability to work independently and as part of a collaborative team.
- High level of customer empathy and a passion for delivering exceptional service.
Preferred Qualifications
- Experience troubleshooting fiber optic or broadband services.
- Knowledge of network troubleshooting tools such as ping, traceroute, and Wireshark.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms.
- Experience with remote support tools and screen‑sharing applications.
- Technical certifications such as CompTIA A+, Network+, or CCNA.
- Multilingual capabilities to serve a diverse customer base.
Core Skills & Competencies
- Technical Aptitude: Quick learning of new technologies, troubleshooting methodologies, and diagnostic tools.
- Problem‑Solving: Analytical mindset to isolate root causes and devise effective solutions.
- Customer Empathy: Ability to listen actively, understand customer emotions, and respond with patience.
- Communication: Clear, concise, and professional verbal and written communication.
- Time Management: Prioritize tasks, manage multiple tickets, and meet SLA targets.
- Adaptability: Thrive in a fast‑paced environment with evolving processes and technologies.
- Team Collaboration: Work cross‑functionally with engineering, field teams, and product specialists.
Career Growth & Learning Opportunities
At brighthush, your career path is as dynamic as the technology you support. We offer:
- Structured Onboarding: Comprehensive training modules covering fiber technology, customer service excellence, and compliance.
- Mentorship Programs: Pairing with senior analysts to accelerate skill development.
- Skill Development: Access to online courses, certifications, and workshops in networking, cloud, and cybersecurity.
- Career Pathways: Opportunities to advance to Senior Analyst, Team Lead, Technical Specialist, or Product Support Engineer roles.
- Cross‑Functional Projects: Participation in product improvement initiatives, customer experience research, and process automation.
- Recognition & Rewards: Performance bonuses, employee of the month, and spot awards for exceptional service.
Work Environment & Company Culture
Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant community. You’ll enjoy:
- Flexible scheduling with core hours to accommodate personal commitments.
- Regular virtual team huddles, knowledge‑sharing sessions, and social events.
- Access to a digital collaboration platform (Slack, Teams) for instant communication.
- Annual in‑person retreats for team building and strategic planning.
- A culture that celebrates innovation, encourages experimentation, and rewards results.
Compensation & Benefits
While the exact salary depends on location, experience, and skill set, we offer a competitive compensation package that includes:
- Base salary range: $78,850 – $167,650 annually (adjusted for location and experience).
- Premium pay options: overtime, shift differential, holiday pay, and allowances.
- Health & wellness benefits: medical, dental, vision, and mental health resources.
- Retirement plans: 401(k) with company match.
- Paid time off: vacation, sick leave, and personal days.
- Professional development: tuition assistance, certification reimbursement, and conference sponsorship.
- Employee assistance programs: financial planning, legal counseling, and wellness coaching.
- Adoption assistance and family support programs.
How to Apply
If you’re ready to bring your technical expertise, customer‑centric mindset, and passion for fiber technology to a forward‑thinking organization, we encourage you to apply today. Join brighthush and help us shape the future of connectivity.
Ready to take the next step? Submit your application through our careers portal and become part of a team that values innovation, collaboration, and customer delight.
Apply for this job