DescriptionABOUT THE COMPANY:
Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. To learn more, please visit bluebirdfiber.com. Join an amazing team of telecommunication professionals! Bluebird is a dynamic growing company in need of a NSC Specialist to be a part of a collaborative team. This is a full-time, benefit eligible position in our Kansas City Office. All of us at Bluebird work hard to meet objectives for the organization and live the mission and values of this growing company to meet a common goal. Check out this video that highlights our amazing company culture.
POSITION PURPOSE:
The Network Service Center Specialist serves as a frontline member of Bluebird Fiber's Network Service Center (NSC) providing a single point of engagement for customers and internal partners across both service-related and network-related needs. The role combines customer Care responsibilities with Tier I Network Operations capabilities. Specialists continue to support account inquiries, billing inquiries, disconnect requests, service questions, and other customer account and service-related matters while also performing initial network troubleshooting and Tier I technical triage for customers experiencing service-impacting or network-related issues.
Requirements
Knowledge & Skills:
Strong customer service and interpersonal skills. Effective verbal and written communication.
Ability to learn telecommunications and basic networking concepts.
Ability to follow documented technical troubleshooting procedures.
Strong attention to detail and documentation.
Ability to manage multiple priorities in a fast-paced operational environment. Developing knowledge of company products, services, network infrastructure, and operational systems. PRIMARY RESPONSIBLILITES: Respond to inbound customer calls, emails, tickets, and service requests.
Provide First Call Resolution (FSC)
Perform Basic Triage:
Accountable for ASA and abandon rate.
Support account inquiries, billing inquiries, disconnect requests, service questions, and other Care-related customer needs.
Create, categorize, prioritize, and accurately document customer tickets.
Gather required technical information from customers experiencing network or service issues.
Perform basic Tier I network troubleshooting using established procedures, troubleshooting guides, and knowledge documentation.
Review available monitoring and operational systems for known alarms, outages, maintenance activities, or network events.
Perform basic validation of customer connectivity and service status.
Determine whether an issue can be addressed at Tier I or requires technical escalation.
Escalate network issues to the appropriate technical resources when Tier I troubleshooting does not resolve the issue.
Provide timely and accurate customer communications throughout the lifecycle of incidents and service requests.
Follow established customer communication, ticket documentation, incident management, and escalation procedures.
Maintain ownership of the customer experience even when technical resolution requires another team.
Participate in ongoing cross-training across Service/Care and Network Operations functions.
Meet established performance expectations for responsiveness, quality, accuracy, customer experience, and operational execution.
Bluebird is an equal opportunity employer.
