Customer Service Technician - Remote

we're on a mission to revolutionize how people live, work, play, and connect. Operating across twenty states in the Midwest and South, we provide lightning-fast internet connections and deliver an exceptional customer experience. Backed by funds managed by Apollo Global Management, we're committed to upgrading copper to fiber optic technologies, ensuring faster and more reliable internet access, particularly in underserved rural areas.

Join us in building a world-class fiber network and delivering unparalleled customer service.

Job Description

Are you passionate about providing outstanding customer service? Join our team as a Customer Service Technician at [Company Name]! In this role, you'll be responsible for installing, maintaining, and troubleshooting high-speed internet, video, and voice networks, as well as associated wiring and equipment. Additionally, you'll maintain and repair outside plant facilities within designated service areas. Flexibility is key, as you'll be expected to work varying shifts, including weekends, holidays, and mandatory overtime.

Responsibilities

Install, maintain, and troubleshoot high-speed internet, video, and voice networks, including associated wiring and equipment.

Perform maintenance and repairs on outside plant facilities.

Conduct tasks such as climbing poles, digging, and working in utility access holes or controlled environmental vaults (CEV).

Adhere to all safety regulations and protocols.

Support sales and marketing activities by providing technical assistance and directing customer-facing work.

Collaborate with other team members to achieve key service metrics.

Qualifications

What We're Looking For:

High School diploma or equivalent.

Ability to distinguish colors on facilities.

Proficiency in using equipment such as 28-foot extension ladders and utility access hole covers.

Basic computer skills, including MS Office applications.

Comfort working in confined spaces and at heights.

Valid driver's license with a satisfactory driving record.

Positive and professional demeanor when interacting with customers.

Dependability and accountability in meeting work schedules and on-call requirements.

Strong teamwork and communication skills.

Willingness to continuously learn and improve technical skills.

Bonus Points For

Prior experience as a customer-facing telecom operations technician.

Basic electricity training/certification or equivalent work experience.

Experience with ADSL installation/repair.

Additional Information

Why Join Us?

we embrace contemporary ways of working. Our office is located in the heart of Charlotte, NC, and we prioritize hiring local talent whenever possible. We offer a variety of work arrangements, including remote, hybrid, office, and field-based roles, supported by advanced technology to keep our team connected.

We offer competitive compensation and a comprehensive benefits package, including medical, dental, vision, and life insurance, along with a 401K plan and employee assistance program. We believe in promoting diversity, equity, and inclusion, as we know that a diverse team leads to better outcomes for our customers and communities.

Employment Type: Full-Time