**Fiber Customer Support Analyst - Technical Support Specialist (Fios Voice, Data & Video Services)**

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Join arenaflex: Where Innovation Meets Exceptional Customer Experience

Are you ready to transform how people live, work, and play through the power of connection? At arenaflex, we don't just build networks—we build relationships, empower communities, and create experiences that matter. We're looking for a passionate Fiber Customer Support Analyst to join our dynamic team and help deliver world-class technical support to our valued Fios customers.

When you join arenaflex, you're not just accepting a job—you're embarking on a career journey where your ideas matter, your growth is prioritized, and your contributions make a real difference. Our team is built on a foundation of trust, collaboration, and innovation. We believe that every interaction is an opportunity to exceed expectations and turn challenges into seamless solutions. If you're driven by the desire to help others and thrive in a fast-paced, technology-forward environment, aren't you ready to see what you're capable of at arenaflex?

What You'll Be Doing

As a Fiber Customer Support Analyst at arenaflex, you'll be the frontline hero for customers seeking assistance with their voice, data, and video services. Your role is critical in ensuring that our customers stay connected to what matters most—whether it's streaming their favorite entertainment, staying in touch with loved ones, or running their businesses from home.

You'll join a talented tech support team in a dynamic call center environment, working directly with our Fios customers to troubleshoot and resolve technical issues. This isn't just about fixing problems—it's about building trust, delivering exceptional service, and representing the arenaflex brand with every interaction.

Your key responsibilities will include:

• Responding to incoming calls from customers with order inquiries, troubleshooting requests, and service-related questions with patience and expertise.




• Providing comprehensive service support for Voice, Data, and Video services across our advanced fiber and copper network infrastructure.




• Performing detailed analysis and isolation of trouble conditions to accurately diagnose and resolve customer issues efficiently.




• Creating, documenting, and sorting trouble reports to ensure proper tracking and resolution of all customer concerns.




• Utilizing your deep knowledge of communication and networking components to provide expert service support and configuration of customer equipment.




• Configuring router settings, troubleshooting connectivity issues, and guiding customers through step-by-step technical solutions.




• Communicating clearly and professionally, delivering technical and industry information in a manner tailored to each customer's level of technical understanding.




• Documenting all customer interactions, resolutions, and follow-up actions in our case management system with attention to detail.




• Working evenings, weekends, holidays, and unscheduled shifts as determined by the evolving needs of our customers and business.




• Participating in ongoing training and professional development to stay current with emerging technologies and arenaflex product offerings.




• Collaborating with cross-functional teams to escalate complex issues and drive continuous improvement in our service delivery.

What We're Looking For

At arenaflex, we believe that great customer experiences start with great people. We're seeking someone who embodies our commitment to customer service excellence while bringing a positive, professional attitude to every interaction.

Essential Qualifications:

• A genuine dedication to customer service excellence and a passion for helping others succeed.




• Exceptional communication skills—both verbal and written—that allow you to explain complex technical concepts to diverse audiences.




• The ability to thrive in a fast-paced, dynamic work environment while maintaining composure under pressure.




• A positive, professional demeanor that reflects the arenaflex values and enhances the customer experience.




• Strong problem-solving skills and the ability to think critically to resolve technical issues efficiently.




• Basic understanding of networking concepts, including IP addressing, DNS, and router configuration.




• Comfortability learning and adapting to new technologies, software applications, and industry developments.




• Willingness to work flexible hours, including evenings, weekends, and holidays, as business needs require.




• You must reside within 75 miles of the current reporting location for the duration of your employment. Occasional in-person attendance at the office location may be required for team huddles, meetings, and training sessions.

Even Better If You Have:

• A related Associate Degree in Telecommunications, Computer Science, Information Technology, or a comparable field.




• Two or more years of relevant technical support experience in a call center or customer service environment.




• Previous experience troubleshooting fiber optic, voice, data, or video services.




• Familiarity with ISP (Internet Service Provider) operations and customer premises equipment (CPE).




• Industry certifications such as CompTIA A+, Network+, or similar technical credentials.




• Bilingual language skills that enable you to serve customers in multiple languages.

Skills and Competencies for Success

To excel as a Fiber Customer Support Analyst at arenaflex, you'll need to bring a combination of technical aptitude and exceptional soft skills. Here's what sets our top performers apart:

• Technical Proficiency: A solid foundation in networking fundamentals, including understanding of TCP/IP, DHCP, DNS, and basic router/switch configuration. You'll need to quickly grasp how fiber and copper network technologies work and apply that knowledge to real-world customer scenarios.




• Active Listening: The ability to truly hear what our customers are saying—not just the words, but the underlying concerns and emotions. This allows you to address root causes and deliver solutions that exceed expectations.




• Patience and Empathy: Technical issues can be frustrating for customers. Your ability to remain calm, show genuine empathy, and guide customers through resolution processes is essential to building lasting relationships.




• Analytical Thinking: Strong problem-solving skills that enable you to systematically isolate issues, test hypotheses, and implement effective solutions—even when dealing with complex, multi-faceted technical challenges.




• Time Management: The ability to manage your time effectively, handle multiple concurrent inquiries, and meet productivity targets without sacrificing quality.




• Adaptability: Technology evolves rapidly, and so do our products and services. You'll need to embrace change, continuously learn, and adapt to new tools, processes, and industry developments.




• Team Collaboration: A team player mentality that includes supporting colleagues, sharing knowledge, and contributing to a positive team culture.

Career Growth and Development Opportunities

At arenaflex, your career journey is yours to shape. We invest heavily in our people because we know that your growth directly contributes to our collective success. As a Fiber Customer Support Analyst, you'll have access to:

• Comprehensive Training: Start with an extensive onboarding program that covers our products, systems, and customer service excellence standards. You'll never feel thrown into the deep end—we set you up for success from day one.




• Continuous Learning: Ongoing training sessions, certifications, and skill development opportunities to help you stay current with emerging technologies and advance your career.




• Career Pathing: Clear advancement pathways within the organization. Many of our senior technical support specialists, team leads, and managers started in entry-level positions like this one and grew their careers at arenaflex.




• Tuition Assistance: Financial support for continuing your education, whether you're pursuing a degree or professional certifications related to your field.




• Internal Mobility: Access to internal job postings and transfer opportunities across different departments, functions, and geographic locations.

Work Environment and Culture

You'll love working at arenaflex because we truly care about your well-being, your development, and your work-life balance. Here's what to expect:

• Remote Work Flexibility: This is a remote position, allowing you to work from the comfort of your home office. You'll have the equipment and resources needed to be productive from anywhere.




• Occasional In-Person Connection: While most of your work will be remote, we value face-to-face connection. Occasional in-person trainings, team meetings, and huddles help maintain our collaborative culture.




• Award-Winning Culture: We're proud to be recognized as an employer that celebrates diversity, fosters inclusion, and creates a sense of belonging for everyone. Our differences make us stronger, and we embrace the unique perspectives each team member brings.




• Supportive Team Environment: You'll be part of a close-knit team that's always ready to lend a hand, share knowledge, and celebrate successes together.




• Work-Life Balance: We understand that life happens. Our flexible scheduling options and paid time off policies help you maintain balance between work and the things that matter most.

Compensation and Benefits

At arenaflex, we believe in rewarding your hard work and dedication with a competitive compensation package that reflects your skills, experience, and contributions.

• Competitive Pay: The compensation range for this position is between $670.00 and $1,774.50 weekly, based on a full-time schedule. Your exact salary will depend on your location and confirmed job-related skills and experience.




• Incentive Opportunities: This is an incentive-based position with the potential to earn more based on your performance and contributions.




• Comprehensive Benefits: Our award-winning benefits package includes health and wellness benefits, a 401(k) Savings Plan with company matching, stock incentive programs, paid time off, adoption assistance, and tuition assistance. We're invested in helping you move forward in your career and in areas of your life outside of work.




• Employee Discounts: Enjoy exclusive discounts on arenaflex products and services.

Equal Opportunity Employment

We're proud to be an equal opportunity employer—and we celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Ready to Join the arenaflex Team?

If you're passionate about technology, customer service excellence, and being part of something bigger than yourself, we encourage you to apply. At arenaflex, you'll find a community that supports your growth, values your contributions, and empowers you to make an impact.

Even if you don't meet every single qualification listed above, we still want to hear from you. We're always looking for talented individuals who bring fresh perspectives and a willingness to learn. Apply today and discover what awaits you at arenaflex—where better matters, and where your career reaches new heights.

Join the arenaflex Life. Connect to what brings you joy. Power how people live, work, and play. We can't wait to welcome you to the team.