Customer Service Technician

Description:

Brightspeed, a rapidly growing telecommunications provider backed by Apollo Global Management, is seeking a skilled and motivated Customer Service Technician to join its field operations team in Beaufort, South Carolina. Brightspeed is on a mission to revolutionize connectivity by delivering high-speed fiber internet and exceptional customer experiences to underserved communities across the Midwest and South.

As a Customer Service Technician, you will play a key role in installing, maintaining, and troubleshooting high-speed internet, video, and voice networks, ensuring reliable connectivity for both residential and business customers. This hands-on role is ideal for technically minded individuals who enjoy problem-solving, working outdoors, and delivering superior customer service.

Key Responsibilities:

• Install, repair, and maintain high-speed internet, video, and voice network systems, including all associated wiring and customer equipment.

• Troubleshoot and resolve connectivity issues efficiently, ensuring minimal downtime and optimal performance.

• Maintain and repair outside plant facilities, ensuring quality network operation.

• Climb poles, dig trenches for cable burial, and work in confined spaces such as attics, crawl spaces, or utility access holes.

• Follow all safety protocols and operational procedures, ensuring compliance with company and regulatory standards.

• Collaborate with other technical team members to provide high-quality service and assist with complex installations or repairs.

• Actively support sales initiatives by identifying service upgrade opportunities during customer interactions.

• Maintain a professional and courteous demeanor while representing Brightspeed in customer-facing situations.

Qualifications:

• High School Diploma or equivalent (required).

• Ability to distinguish color-coded cables and handle heavy equipment (e.g., 28-foot extension ladders up to 75 lbs., access covers up to 150 lbs.).

• Basic computer proficiency, including Microsoft Office applications.

• Comfortable working at heights, in confined spaces, and in varying outdoor conditions.

• Valid driver’s license with a clean driving record.

• Excellent communication, active listening, and problem-solving skills.

• Dependable, punctual, and capable of working independently or in a team environment.

• Ability to complete technical training boot camp covering POTS/DSL installation and repair, cable splicing, transmission, and high-speed internet installation.

Preferred Skills:

• Prior experience as a telecom field technician or customer-facing service professional.

• Basic training or certification in electrical systems.

• Experience with ADSL installation/repair.

• A+/Net+ certification (advantageous).

Union Representation:
This position is part of a bargaining unit and may require union membership or dues payment as determined by applicable collective bargaining agreements.

Benefits:
Brightspeed offers a comprehensive compensation and benefits package designed to support your overall well-being and career growth, including:

• Competitive pay with performance-based growth opportunities.

• Medical, dental, vision, and life insurance coverage.

• 401(k) plan with company match.

• Employee Assistance Program (EAP) for emotional and mental well-being.

• Paid time off (PTO) and holidays.

• A culture of inclusion, innovation, and continuous learning.

• Opportunities for career advancement in a fast-growing telecommunications organization.

Work Environment:
This role involves physical, outdoor, and technical fieldwork, often in varying weather conditions. The technician must be comfortable working aloft, in confined areas, and using heavy tools or equipment.

About Brightspeed:
Brightspeed is transforming internet access across rural America by deploying state-of-the-art fiber optic networks and delivering world-class customer experiences. With operations spanning 20 U.S. states, Brightspeed’s mission is to bring reliable, high-speed connectivity to communities that have historically been underserved by major broadband providers. Headquartered in Charlotte, North Carolina, Brightspeed combines modern technology, innovative work practices, and a commitment to inclusion and belonging.

Equal Employment Opportunity:
Brightspeed is an Equal Opportunity Employer, dedicated to fostering diversity, inclusion, and accessibility. The company provides equal employment opportunities to all qualified applicants regardless of race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other protected category.