Fiber Customer Support Analyst – Remote Technical Support for Voice, Data & Video Services on High‑Speed Fiber Networks

Welcome to arenaflex – Powering Connections, Empowering Lives

At arenaflex, we don’t just provide broadband; we create the digital highways that let families stream movies, businesses run cloud‑based operations, and communities stay connected in moments that matter. Our mission is to deliver reliable, high‑performance fiber and copper services that enable people to work, learn, and play without interruption. As a leader in the telecommunications industry, arenaflex invests heavily in innovation, sustainability, and a culture that celebrates curiosity, collaboration, and bold ideas.

Our arenaflex V Team is a vibrant community of problem‑solvers, storytellers, and tech enthusiasts who believe that listening is the first step to learning. Whether we’re navigating a network outage or celebrating a new product launch, we come together to lift our customers, build trust, and shape the future of connectivity. If you’re ready to join a purpose‑driven organization where your voice matters, read on.

Role Overview – What You’ll Do Every Day

As a Fiber Customer Support Analyst at arenaflex, you will be the frontline champion for our Fios customers, providing expert technical assistance for voice, data, and video services. Working from the comfort of your home office, you’ll diagnose and resolve issues across hardware, software, applications, networks, and devices. Your ability to translate complex technical concepts into clear, friendly language will ensure customers feel supported, informed, and confident in their connection to arenaflex.

Key Responsibilities

• Answer inbound customer calls with professionalism, empathy, and a focus on resolving order inquiries and trouble reports quickly.
• Deliver comprehensive service support for Voice, Data, and Video offerings, guiding customers through configuration, activation, and troubleshooting of both fiber and copper network components.
• Perform detailed analysis of trouble conditions, isolate root causes, and document findings in trouble reports that drive continuous improvement.
• Leverage deep knowledge of communication and networking hardware to configure customer premises equipment, ensuring optimal performance and compliance with arenaflex standards.
• Communicate technical information in a clear, concise manner tailored to each customer’s technical proficiency, building confidence and satisfaction.
• Collaborate with cross‑functional teams—including field technicians, network engineers, and product specialists—to expedite issue resolution and share insights.
• Participate in scheduled shifts that may include evenings, weekends, holidays, and unscheduled coverage to meet business demands and maintain service excellence.
• Contribute to knowledge bases by documenting recurring issues, solutions, and best practices, helping to train new analysts and improve overall support efficiency.

Essential Qualifications – What We Require

• High school diploma or equivalent; an Associate Degree in a related field (e.g., Information Technology, Communications) is preferred.
• Minimum of 2 years proven experience in a technical support call‑center environment, preferably handling voice, data, or video services.
• Strong foundational understanding of networking concepts (IP addressing, DNS, DHCP, VLANs) and familiarity with fiber and copper transmission technologies.
• Excellent verbal and written communication skills, with the ability to convey technical details to non‑technical audiences.
• Demonstrated problem‑solving aptitude, analytical thinking, and a customer‑first mindset.
• Ability to work remotely while maintaining a professional home office setup, including reliable high‑speed internet and a quiet environment.
• Willingness to travel up to 75 miles to the reporting location for occasional in‑person trainings, team huddles, or meetings.

Preferred Qualifications – What Sets You Apart

• Certification such as CompTIA Network+, Cisco CCENT/CCNA, or similar industry credentials.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk) and CRM platforms.
• Familiarity with troubleshooting tools such as Wireshark, ping/traceroute utilities, and remote desktop applications.
• Background in supporting broadband services, including DSL, cable, or fiber‑to‑the‑home (FTTH) technologies.
• Multilingual abilities that enable support for diverse customer bases.
• Proven track record of meeting or exceeding service level agreements (SLAs) in a high‑volume environment.

Core Skills & Competencies

• Technical Acumen: Ability to diagnose hardware and software issues, interpret network diagrams, and configure customer equipment.
• Communication Excellence: Clear, courteous, and patient interaction with customers, adapting tone and detail to each caller’s needs.
• Time Management: Efficiently prioritize multiple tickets, manage call queues, and adhere to response time targets.
• Team Collaboration: Work seamlessly with peers, supervisors, and cross‑departmental experts to resolve complex problems.
• Adaptability: Thrive in a dynamic environment where technology evolves rapidly and business needs shift.
• Continuous Learning: Commitment to staying current with industry trends, new service offerings, and emerging troubleshooting techniques.

Career Growth & Learning Opportunities

arenaflex invests in its people. As a Fiber Customer Support Analyst, you’ll have access to a robust learning ecosystem that includes:

• Structured onboarding and mentorship programs that accelerate your mastery of arenaflex’s network architecture.
• Regular technical workshops, webinars, and certification reimbursement to deepen your expertise.
• Clear career pathways to senior analyst, team lead, network operations, or specialized roles such as Service Assurance Engineer.
• Opportunities to participate in cross‑functional projects, product testing, and pilot programs that shape the next generation of arenaflex services.

Compensation, Perks & Benefits

While exact compensation varies by location and experience, arenaflex offers a competitive salary range that reflects the importance of this role. In addition to base pay, you may be eligible for performance‑based incentives, bonuses, and overtime opportunities.

Our total rewards package includes:

• Comprehensive health, dental, and vision insurance plans.
• Flexible 401(k) retirement savings with company matching.
• Paid time off, holidays, and sick leave to support work‑life balance.
• Remote‑work stipend covering home office equipment, internet, and ergonomic accessories.
• Employee assistance programs, wellness initiatives, and mental‑health resources.
• Adoption assistance, tuition reimbursement, and career‑development grants.
• Recognition programs that celebrate outstanding customer service and innovative problem solving.

Work Environment & Culture at arenaflex

Our remote‑first model empowers you to work from anywhere within a 75‑mile radius of the reporting hub, while still feeling connected to the arenaflex community. You’ll join a diverse, inclusive team that values authenticity, collaboration, and continuous improvement. Regular virtual huddles, team‑building events, and occasional in‑person meet‑ups foster a sense of belonging and shared purpose.

arenaflex is proud to be an equal‑opportunity employer. We celebrate differences in race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Our inclusive culture ensures every employee feels respected, heard, and empowered to bring their whole self to work.

Application Process & Next Steps

If you’re excited about helping customers stay connected, love solving technical puzzles, and thrive in a fast‑paced, supportive environment, we want to hear from you. Even if you don’t meet every “even better” qualification, we encourage you to apply—arenaflex values potential, passion, and a growth mindset.

To move forward, you’ll complete a brief Computer & Internet Knowledge Test (210) and a SACS HTML Results assessment. Successful candidates will be invited to a virtual interview where you’ll meet members of the arenaflex V Team and learn more about the role’s day‑to‑day responsibilities.

Ready to start your journey with arenaflex? Click the link below to submit your application and become part of a company that’s shaping the future of connectivity.

Apply Job!

Join arenaflex – Where Your Skills Make a Difference Every Day

At arenaflex, your expertise will directly impact millions of households and businesses that rely on our network for essential communication, entertainment, and productivity. By delivering exceptional support, you’ll help us uphold our promise of reliability, speed, and customer delight. Join us, grow with us, and help us build a more connected world.