The Fiber Customer Support Analyst will serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services.


Duties may include, but are not limited to, the following:
A.  Answer incoming calls from customers with order inquiry and/or trouble reports.
B.  Provide customers with order status.
C.  Provide customers with service activation support for Voice service calling features.
D.  Provide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications.
E.  Provide customers with service activation support for Video service set-top box configuration.
F.  Issue customer initiated service order corrections and changes.
G.  Issue maintenance initiated change orders.
H.  Create trouble reports.
I.  Provide customers with trouble status.
J.  Perform analysis and isolation of trouble conditions.
K.  Sort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories. Provide trouble resolution and closeout when possible.
L.  Provide Home Network Equipment Support to customers.
M.  Provide Home Jack and Wiring Support to customers when applicable.
N.  Affiliate ISP Support.
O.  Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
P.  Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
Q.  Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report. Customers may be irate or dissatisfied with our service.
R.  May be required to perform additional duties and tasks as required by the Company.


A.   Tests - Results obtained in standard tests for this position must meet minimum requirements established by the Company, in accordance with Company policy.
B.  Must have basic understanding of communication networking components (i.e., Routers, LAN topology, Ethernet & Network Interface Cards) as well as MS Windows and PC hardware/software.
C.  Must have a strong understanding of PC components and functionality, and have the ability to work with customers, on the telephone, to isolate/resolve problems with that equipment at a customer location.
D.  Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups.
E.  Ability to overlap-perform more than one function at a time while communicating with internal and/or external customer.
F.  Required to utilize a headset and sit at a workstation for extended periods while working at a computer terminal assisting internal and external customers.
G.  Must be available to work scheduled tours designated by the Collective Bargaining Agreement and/or the needs of the business. Associates may be required to work evenings, weekends, holidays, overtime, split tours and rotating shifts as the needs of the business necessitate to facilitate 24x7 coverage in the center. Non-scheduled days will be required as needs of the business necessitate.
H.  One (1) year customer call center experience is desirable.  

Salary Information

Hourly Rate: $11.43 - $27.19

Test(s) Required

Talent Skills Assessment Computer and Internet Knowledg FCSA Struct Interview-HM Admin

Test Preview

Test Previews

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.