Fiber Customer Support Analyst – Technical Service & Troubleshooting for Voice, Data & Video Solutions

Welcome to arenaflex – Powering Connections, Empowering Lives

At arenaflex, we don’t just provide broadband; we create the digital highways that let people work, learn, play, and stay connected with what matters most. Our mission is to deliver reliable, high‑speed fiber and copper networks that turn everyday moments into extraordinary experiences. As a member of the arenaflex V Team, you’ll join a community that believes listening is the first step to learning, that celebrates bold ideas, and that thrives on collaboration, innovation, and a shared commitment to exceptional service.

Why This Role Matters

Our customers rely on the arenaflex network for everything from streaming movies to video‑conferencing with colleagues across the globe. When they encounter a technical challenge, they turn to you—the front line of expertise, empathy, and problem‑solving. As a Fiber Customer Support Analyst, you will be the trusted voice that guides them through hardware, software, and network issues, ensuring every interaction ends with a satisfied, connected customer.

Role Overview

This position is a full‑time, remote opportunity with occasional in‑person training sessions and team meetings. You will work within a dynamic call‑center environment, handling inbound inquiries, diagnosing technical problems, and delivering clear, courteous solutions for voice, data, and video services delivered over our fiber and copper infrastructure.

Key Responsibilities

• Answer inbound calls from customers seeking assistance with order inquiries, service activation, or troubleshooting.
• Provide technical support for Voice, Data, and Video services, guiding customers through configuration, setup, and optimization of their equipment.
• Analyze and isolate trouble conditions, creating detailed trouble reports and escalating complex issues to higher‑level support when necessary.
• Utilize deep knowledge of networking components, protocols, and device configurations to resolve problems quickly and accurately.
• Communicate professionally, translating technical jargon into understandable language tailored to each customer’s level of expertise.
• Maintain accurate documentation of interactions, resolutions, and follow‑up actions within the ticketing system.
• Participate in shift work, including evenings, weekends, holidays, and unscheduled coverage, to meet business demand and ensure 24/7 service availability.
• Collaborate with cross‑functional teams—including network engineering, field technicians, and product specialists—to deliver seamless service experiences.
• Contribute to continuous improvement by sharing insights, suggesting process enhancements, and participating in knowledge‑base updates.

Essential Qualifications

• High school diploma or equivalent; an Associate Degree in a related field (e.g., Information Technology, Telecommunications) is preferred.
• Minimum of 2 years of experience in a technical support or call‑center environment, preferably handling voice, data, or video services.
• Demonstrated ability to troubleshoot hardware (modems, routers, set‑top boxes) and software (firmware, configuration utilities) issues.
• Strong verbal and written communication skills, with a focus on delivering clear, empathetic, and solution‑oriented support.
• Proficiency with basic networking concepts such as IP addressing, DHCP, DNS, VLANs, and Wi‑Fi standards.
• Comfortable working remotely while maintaining a professional home office setup (reliable internet, headset, quiet environment).
• Willingness to work flexible schedules, including evenings, weekends, and holidays, as dictated by business needs.
• Ability to travel up to 75 miles to the designated reporting location for occasional in‑person meetings or training sessions.

Preferred Qualifications & Nice‑to‑Have Skills

• Certification such as CompTIA Network+, Cisco CCENT/CCNA, or similar industry credentials.
• Experience with ticketing platforms (e.g., ServiceNow, Zendesk) and remote diagnostic tools.
• Familiarity with fiber‑optic and copper network architectures, including FTTH (Fiber‑to‑the‑Home) deployments.
• Previous exposure to enterprise‑level VoIP, IPTV, or broadband service provisioning.
• Demonstrated ability to handle high‑volume call queues while maintaining quality and accuracy.
• Strong problem‑solving mindset with a track record of identifying root causes and implementing lasting fixes.

Core Skills & Competencies

• Customer‑Centric Mindset: Prioritizes the customer experience, actively listens, and adapts communication style to meet diverse needs.
• Technical Acumen: Quickly grasps new technologies, protocols, and product updates.
• Analytical Thinking: Breaks down complex issues into manageable steps, isolates variables, and determines effective solutions.
• Team Collaboration: Works seamlessly with peers, supervisors, and cross‑functional partners to resolve escalated cases.
• Adaptability: Thrives in a fast‑changing environment, embraces new tools, and adjusts to shifting priorities.
• Time Management: Balances multiple tickets, adheres to service‑level agreements, and meets performance metrics.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. As a Fiber Customer Support Analyst, you will have access to:

• Structured onboarding and continuous training programs covering advanced networking, troubleshooting methodologies, and emerging broadband technologies.
• Mentorship from senior engineers and technical leads who will guide you toward higher‑level support roles or specialized career paths (e.g., Network Operations, Field Engineering, Product Management).
• Certification reimbursement and study resources to help you achieve industry‑recognized credentials.
• Opportunities to participate in cross‑departmental projects, innovation labs, and customer‑experience initiatives.
• A clear promotion ladder—from Analyst to Senior Analyst, Team Lead, and eventually Managerial or Technical Specialist positions.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from anywhere while staying connected to a vibrant, inclusive community. The arenaflex V Team culture is built on:

• Inclusivity: We celebrate diverse backgrounds, perspectives, and experiences, fostering a sense of belonging for every employee.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and team‑building activities keep us aligned and supportive.
• Innovation: Employees are encouraged to propose bold ideas, experiment with new solutions, and contribute to the evolution of our network.
• Well‑Being: Flexible scheduling, mental‑health resources, and wellness programs help you maintain a healthy work‑life balance.
• Recognition: Performance awards, peer‑to‑peer shout‑outs, and milestone celebrations acknowledge your contributions.

Compensation, Perks & Benefits

While exact salary ranges vary by location and experience, arenaflex offers a competitive total rewards package that includes:

• Base pay aligned with market benchmarks for technical support roles.
• Performance‑based incentives and bonuses tied to service quality and customer satisfaction metrics.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings options, including a 401(k) plan with company match.
• Paid time off, holidays, and flexible vacation policies.
• Employee assistance programs, mental‑health resources, and wellness stipends.
• Tuition reimbursement, adoption assistance, and continuous learning allowances.
• Access to cutting‑edge technology, tools, and a home‑office stipend to support remote productivity.

Equal Opportunity & Inclusion

arenaflex is proud to be an equal‑opportunity employer. We celebrate the richness of our workforce and are committed to a workplace where every individual—regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status—feels valued, respected, and empowered to succeed.

How to Apply

If you are ready to join a forward‑thinking organization that puts customers first and invests in your growth, we want to hear from you. Follow the link below to submit your application, upload your resume, and complete the required Computer & Internet Knowledge Test (210) and SACS HTML Results assessment.

Apply Now – Start Your Journey with arenaflex!

Take the Next Step

At arenaflex, you’ll be part of a team that transforms challenges into opportunities, turning everyday connections into lasting relationships. Bring your passion for technology, your dedication to service excellence, and your desire to grow—apply today and help us shape the future of digital connectivity.