Brightspeed Customer Service Technician (SkillBridge)

Summary DescriptionThe purpose of this training program is to provide participants with the knowledge, skills and abilities required to transition to full time employment as a Brightspeed Customer Service Technician. The training program is designed to provide participants with the opportunity to learn technical, personal, professional, and procedural skills to perform the role of a field-based Customer Service Technician capable of independently installing and troubleshooting Brightspeed Fiber applications. Through this process, they will demonstrate their knowledge and skill through formative and summative learning and performance assessments in the classroom and in the field to prove mastery of increasingly complex tasks, culminating in their demonstrated ability to perform at least 90% of the Customer Service Technician role independently upon training completion. Brightspeed mentors, managers, and trainers will assess participant performance for possible full-time employment as the objective of the program is to hire at least 75% of successful graduates into roles as Brightspeed Customer Service Technicians.

JOB LOCATIONS (2)

ABOUT THE JOB

Job Description: Brightspeed Customer Service Technicians (CSTs) play a critical role in providing an awesome customer experience while bringing fast, reliable internet connections to families and businesses in many rural markets traditionally underserved by broadband providers across twenty states. CSTs serve as the face of Brightspeed to existing and potential customers. The Customer Service Technician’s role is to perform installation, maintenance and troubleshooting of high-speed internet, video and voice networks including associated wiring and equipment. A Brightspeed CST also performs maintenance and repairs outside plant facilities within assigned geographic service areas. Customer Service Technicians may be required to work varying shifts that include mandatory overtime, weekends, and holidays both indoors and outside in a variety of weather conditions.

RESPONSIBILITIES

• Installing, maintaining, and troubleshooting high-speed internet, video and voice networks including associated wiring and equipment autonomously.
• Climbing poles, using a shovel and pick to dig up and bury cable, and locating buried telephone cables.
• Clarifying customer expectations and creatively solving problems to deliver exceptional customer service.
• Assisting other technical personnel in the performance of their duties when requested.
• Performing maintenance and repair on outside plant facilities.
• Actively supporting sales and marketing related activities.
• Observing all safety rules and regulations.

QUALIFICATIONS

• High School diploma or equivalent experience
• Ability to distinguish colors on facilities
• A valid driver’s license and satisfactory driving record
• Successfully complete a drug test and background check
• Successful completion of the Brightspeed SkillBridge training program
• Ability to handle 28-foot extension ladders (up to 75 lbs.) and utility access hole covers (up to 150 lbs.)
• Ability to successfully complete service tech boot camp training, POTS/DSL installation/repair, cable splicing/maintenance, basic transmissions, air pressure, and HSI installations
• Basic computer skills including MS Office applications
• Ability to work in confined spaces (e.g. attics, crawl spaces, utility holes)
• Ability to work aloft (e.g. ladder)
• Ability to work outside in all weather conditions and at various hours of the day/night
• Positive and professional appearance and demeanor when communicating the company’s products and services to our customers
• Accountability/dependability (on time and on load when scheduled and serve on call as needed)
• Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures)
• Active Listening (ability to take input from customers, managers, and co-workers to problem solve and improve skills)
• Ability to ask relevant questions to ensure problems are resolved quickly or to clarify information or directions
• Active Learning (curious seeker of added information and actively works to improve skills and knowledge)

ADDITIONAL ELIGIBILITY

Eligibility Factors:• High School diploma or equivalent experience• Ability to distinguish colors on facilities• A valid driver’s license and satisfactory driving record• Successfully complete a drug test and background check• Successful completion of the Brightspeed SkillBridge training programSkills, Requirements, & Qualifications Required:• Ability to handle 28-foot extension ladders (up to 75 lbs. routine work) and utility access hole covers (up to 150 lbs.)• Ability to successfully complete service tech boot camp training, POTS/DSL installation/repair, cable splicing/maintenance, basic transmissions, air pressure, and HSI installations (self and full)• Basic computer skills including MS Office applications• Ability to work in confined spaces (e.g. attics, crawl spaces, utility holes)• Ability to work aloft (e.g. ladder)• Ability to work outside in all weather conditions and at various hours of the day/night• Positive and professional appearance and demeanor when communicating the company’s products and services to our customers• Accountability/dependability (on time and on load when scheduled and serve on call as needed)• Teamwork (technical expertise developed to complete work efficiently to achieve work group key service measures)• Active Listening (ability to take input from customers, managers, and co-workers to problem solve and improve skills)• Ability to ask relevant questions to ensure problems are resolved quickly or to clarify information or directions• Active Learning (curious seeker of added information and actively works to improve skills and knowledge).

TARGET MOCS

0231, 0631, 0402, 0621, 3404, 0369, 0651, 7204, 0111, US, AT, CE, DS, ET, 718X

BENEFITS

• Training program designed to transition participants into full-time employment as a Brightspeed Customer Service Technician
• Combination of on the job, classroom setting, and computer-based training
• Opportunity for full-time employment upon satisfactory completion of the training program
• Potential consideration for supervisory roles for trainees with prior supervisory experience

OTHER

Training SpecificsOn the Job Training: The training program is designed to provide participants with the knowledge, skills, and abilities necessary to transition into full-time employment with Brightspeed as a Customer Service Technician. Participants will complete a combination of on the job, classroom setting and computer-based training. Participants who demonstrate satisfactory completion of training objectives and receive positive performance reviews are considered for full-time employment at one of Brightspeed’s locations. Trainees who excel in the program and possess prior supervisory experience may be considered for supervisory roles upon successful completion of the program.Equipment and Supplies Required:Attendees must supply their own boots that meet Brightspeed requirements. They must be leather, above-the-ankle, steel/safety toe, steel shank with a defined heel.