Salary Information

Hourly Rate: $12.46 - $29.48

Summary

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.

Responsibilities

Duties may include, but are not limited to, the following:

  • Answer incoming calls from customers with order inquiry and/or trouble reports.
  • Provide customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
  • Provide customers with service activation support for Video service set-top box configuration.
  • Create trouble reports and provide customers with trouble status.
  • Perform analysis and isolation of trouble conditions.
  • Provide trouble resolution and closeout when possible.
  • Provide Home Network Equipment Support to customers.
  • Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
  • Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
  •  Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report.

Qualifications

  • 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.
  • 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.
  • Must be able to communicate effectively with customers. Responsible for talking and negotiating with customers as well as interacting with other work groups.
  • Required to utilize a headset and sit at a workstation for extended periods while working at a computer terminal assisting internal and external customers.
  • 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.
  • One (1) year customer call center experience is desirable. 

Required Skills & Experience

Computer Hardware / SoftwLAN/WAN ConfigurationNetworking Software

Desired Skills & Experience

Customer Service - FCSAInternet/Email

Additional Information

Fiber customer support analysts work in a Call Center, Monday through Saturday 8am - 7pm.  Work tours are subject to change.

Test(s) Required

Verizon Job Fit Test AVZ Test for Customer ServiceFCSA Knowledge TestFiber Cust Support Analyst SI

Test Preview

Test Previews

Equal Employment Opportunity

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