Fiber Network Customer Support Analyst Technical Troubleshooting

```reputed company About arenaflex Powering Connections, Empowering Lives arenaflex is a global leader in highspeed fiber and broadband solutions, delivering reliable voice, data, and video services to millions of households and businesses. Our mission is to reputed company people to what reputed company mostwhether its work, entertainment, education, or community. By fostering a culture of innovation, collaboration, and inclusivity, arenaflex creates an environment where every employee can reputed company reputed company reputed company, grow professionally, and reputed company a reputed company reputed company on the digital world. Why This Role reputed company As a Fiber Customer Support Analyst, you will be the reputed company reputed company of arenaflexs reputed company for exceptional service. Our customers rely on reputed company connectivity for daily life, and you will ensure that every interaction reinforces trust, resolves issues reputed company, and leaves a lasting reputed company impression. This is more than a reputed companycenter job; its an opportunity to become a trusted advisor, a problemsolving champion, and a vital part of arenaflexs commitment to reputed company reputed company. reputed company In this remotefirst position, you will join a dedicated technical support team that assists arenaflexs fiber (and reputed company) customers with voice, data, and video services. You will diagnose hardware, software, networking, and device issues, guide customers through configuration steps, and document troubleshooting reputed company. Flexibility is keyyoull work evenings, weekends, holidays, and occasional unscheduled shifts to match business needs. Key Responsibilities Customer Interaction: Answer inbound calls, chat messages, and email inquiries with professionalism, reputed company, and reputed company communication. Technical Diagnosis: reputed company reputed companycause analysis on voice, data, and video service disruptions, leveraging knowledge of fiber optics, reputed company lines, routers, modems, and settop boxes. Trouble Ticket Management: Create, update, and prioritize trouble tickets in arenaflexs ticketing reputed company, ensuring accurate documentation and reputed company escalation reputed company needed. Service Configuration: Guide customers through equipment setup, firmware updates, and network settings to restore reputed company performance. Knowledge Sharing: Contribute to internal knowledge bases, FAQs, and training materials to improve team efficiency and customer selfservice reputed company. Shift Flexibility: Participate in scheduled evenings, weekends, holidays, and occasional onreputed company rotations to maintain 24/7 service coverage. Feedback reputed company: reputed company recurring issues and customer insights to product and engineering teams, influencing reputed company service enhancements. Essential Qualifications High school diploma or equivalent; an Associate Degree in a reputed company field (e.g., Information Technology, Telecommunications) is preferred. Minimum of 2years of experience in a technical support or customer service reputed companycenter environment. Demonstrated ability to troubleshoot networkreputed company problems, including familiarity with IP addressing, DNS, DHCP, and basic WiFi concepts. Strong verbal and written communication skills, with the ability to translate technical jargon into plain language for diverse audiences. Proven reputed company record of delivering courteous, solutionreputed company service in fastpaced settings. Reliable highspeed internet reputed company and a quiet, dedicated workspace for remote work. Willingness to reputed company reputed company a 75mile reputed company of the designated reporting location for occasional inperson meetings and training sessions. Preferred Qualifications & reputed companytoHave Skills Certifications such as reputed company Network+, reputed company CCENT/CCNA, or similar credentials. Experience with fibertothehome (FTTH) technologies, DOCSIS, or GPON equipment. Familiarity with arenaflexs internal ticketing platforms (e.g., reputed company, reputed company) and CRM tools. Background in troubleshooting multimedia services, including streaming video platforms and VoIP applications. Multilingual abilities, especially Spanish, to support a broader customer reputed company. reputed company Skills & Competencies Analytical Thinking: Ability to dissect reput .