Experienced Fiber Customer Support Analyst – Remote Technical Support Specialist for Voice, Data, and Video Services

Join arenaflex: Where Innovation Meets Connection

At arenaflex, we believe that the way people live, work, and play is being transformed by the power of reliable, cutting-edge connectivity. We are a forward-thinking organization dedicated to pushing the boundaries of technology and customer experience, delivering exceptional voice, data, and video services to customers who depend on us every single day. When you become part of the arenaflex team, you step into a vibrant community of professionals who anticipate challenges, lead with curiosity, and understand that true learning begins with listening.

Our culture thrives on collaboration, authenticity, and the belief that better truly matters. We celebrate bold ideas, unconventional thinking, and the courage to challenge the status quo. Whether we are supporting customers through critical moments or celebrating milestones together, arenaflex fosters an environment of trust, inclusivity, and shared purpose. If you are looking for a career that empowers you to make an impact, develop your skills, and grow alongside passionate professionals, we invite you to explore this exciting opportunity.

About the Role

We are seeking a dedicated and technically skilled Fiber Customer Support Analyst to join our dynamic remote support team. In this role, you will serve as the frontline expert assisting our valued Fios customers with their voice, data, and video services. You will be part of a high-performing technical support team operating in a call center environment, troubleshooting a wide range of issues spanning hardware, software, applications, networks, and devices. Your ability to deliver exceptional customer service while resolving complex technical problems will directly shape the customer experience and reinforce arenaflex's reputation for excellence.

This is more than a customer service position — it is a chance to combine your technical acumen with your passion for helping others. Every call you handle is an opportunity to build trust, solve meaningful problems, and contribute to a digital world where connectivity empowers people to thrive.

Key Responsibilities

• Customer Interaction Excellence: Answer incoming calls from customers with professionalism, empathy, and efficiency, addressing order inquiries, trouble reports, and service-related questions with precision.
• Voice, Data, and Video Service Support: Provide comprehensive service support for Fios offerings within the fiber and/or copper network, ensuring customers experience seamless connectivity for all their communication and entertainment needs.
• Troubleshooting and Diagnostics: Perform detailed analysis and isolation of trouble conditions, identifying root causes and creating accurate, prioritized trouble reports for resolution.
• Technical Configuration: Utilize in-depth knowledge of communication and networking components to provide customers with service support and expert configuration of their equipment.
• Clear Communication: Translate complex technical and industry information into clear, accessible language appropriate for each customer's level of understanding, ensuring they feel informed and confident.
• Documentation and Reporting: Maintain thorough records of customer interactions, technical issues, and resolutions to support continuous improvement and knowledge sharing across the team.
• Adaptability and Availability: Work evenings, weekends, holidays, and unscheduled shifts as determined by business needs, demonstrating flexibility and commitment to customer care.
• Continuous Learning: Stay current with evolving technologies, product updates, and best practices to maintain expertise and deliver world-class support.

Essential Qualifications

• A demonstrated dedication to customer service excellence, with a genuine passion for helping people solve problems.
• Exceptional communication skills, both verbal and written, with the ability to convey technical information clearly and professionally.
• A positive, professional attitude that shines through in every customer interaction.
• The ability to thrive in a fast-paced, high-volume work environment while maintaining attention to detail and accuracy.
• Strong problem-solving skills and a methodical approach to troubleshooting complex technical issues.
• Comfort with remote work technologies and the discipline to succeed in a home-based role.
• Must live within 75 miles of the designated reporting location for the duration of the contract, with the flexibility to attend occasional in-person team huddles, trainings, and meetings at the office.

Preferred Qualifications

• An associate degree in a related field such as information technology, communications, networking, or computer science, OR equivalent practical experience of 2+ years in a relevant technical or customer support role.
• Prior technical support call center experience, particularly supporting fiber, voice, data, or video services.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, routing, and switching.
• Experience with customer relationship management (CRM) platforms and ticketing systems.
• Knowledge of fiber optic technology, copper network infrastructure, and related telecommunications equipment.
• Bilingual or multilingual capabilities, which are highly valued in serving our diverse customer base.

Skills and Competencies for Success

To excel as a Fiber Customer Support Analyst at arenaflex, you will draw upon a blend of technical knowledge, interpersonal skills, and personal attributes that enable you to deliver outstanding service every day:

• Technical Proficiency: A solid foundation in networking, telecommunications, and consumer technology, with the willingness to continually expand your expertise.
• Customer-Centric Mindset: An unwavering commitment to understanding customer needs, exceeding expectations, and creating positive experiences that build lasting loyalty.
• Active Listening: The ability to listen attentively, ask the right questions, and truly understand the customer's issue before proposing solutions.
• Analytical Thinking: Strong diagnostic skills that allow you to systematically isolate problems, evaluate options, and implement effective resolutions.
• Resilience and Composure: The capacity to remain calm, patient, and focused when handling challenging situations or frustrated customers.
• Team Collaboration: A collaborative spirit that contributes to team success through knowledge sharing, mutual support, and collective achievement.
• Adaptability: The flexibility to adjust to changing priorities, new technologies, and evolving customer expectations in a dynamic industry.
• Time Management: The ability to handle multiple tasks efficiently, prioritize effectively, and meet performance metrics without sacrificing quality.

Career Growth and Learning Opportunities

At arenaflex, we are deeply invested in the professional development of our team members. When you join us as a Fiber Customer Support Analyst, you gain access to a wealth of resources designed to help you grow your career and expand your skill set:

• Comprehensive onboarding and training programs that equip you with the knowledge and confidence to succeed from day one.
• Ongoing learning opportunities, including access to the latest training materials, industry certifications, and skill-building workshops.
• Clear pathways for career advancement into roles such as Senior Technical Support Analyst, Team Lead, Network Engineer, or specialized positions within our expanding organization.
• Mentorship programs that pair you with experienced professionals who can guide your development and share invaluable insights.
• Tuition assistance programs that support your pursuit of further education and certifications in technology, networking, or related fields.

We believe that when our employees grow, our organization grows. Your journey at arenaflex is not just a job — it is a career path filled with possibilities.

Work Environment and Company Culture

arenaflex is more than a workplace — it is a community built on shared values, mutual respect, and a collective drive to make a difference. Our culture is defined by:

• Inclusivity and Belonging: We celebrate diversity in all its forms and are committed to creating an environment where every team member feels valued, connected, and empowered to contribute their unique perspectives.
• Innovation and Curiosity: We encourage bold thinking, creative problem-solving, and the pursuit of new ideas that push our industry forward.
• Trust and Transparency: We foster open communication, honest feedback, and a culture where everyone's voice is heard and respected.
• Community Impact: We believe in giving back and supporting the communities we serve, both through our work and our volunteer efforts.
• Work-Life Balance: While we are dedicated to delivering exceptional service, we also recognize the importance of flexibility, well-being, and time to recharge.

As a remote team member, you will work from the comfort of your home while staying connected to your colleagues through virtual collaboration tools, regular team check-ins, and occasional in-person gatherings that strengthen bonds and build camaraderie.

Compensation and Benefits

arenaflex is proud to offer a comprehensive total rewards package that supports your career, health, and personal well-being:

• Competitive Compensation: For candidates hired into locations such as California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington, or Washington, D.C., the compensation range for this position is between $707.50 and $1,804.50 weekly, based on a full-time schedule. Your actual compensation will reflect your location, confirmed job-related skills, and experience. This is an incentive-based position with the potential to earn more based on performance.
• Health and Wellness Benefits: Comprehensive medical, dental, and vision coverage options designed to keep you and your family healthy.
• 401(k) Savings Plan: Build your financial future with our retirement savings program, including company matching contributions.
• Stock Incentive Programs: Share in the success of arenaflex through equity-based rewards that align your interests with the company's growth.
• Paid Time Off: Generous vacation, sick leave, and holiday policies that ensure you have time to rest, recharge, and pursue personal interests.
• Adoption Assistance: Financial and emotional support for team members growing their families through adoption.
• Tuition Assistance: Financial support for continuing education, certifications, and degree programs that advance your career.
• Flexible Work Arrangements: This remote role allows you to work from home while maintaining meaningful connections with your team through occasional in-person trainings and meetings.

Equal Employment Opportunity

arenaflex is proud to be an equal opportunity employer. We celebrate the differences that make each of us unique, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. We know that diversity makes us stronger, and we are committed to fostering a collaborative, inclusive environment that encourages authenticity and a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their full potential and contribute their very best.

Required Assessments

As part of our hiring process, candidates will be asked to complete the following assessment to ensure a strong foundation for success in this role:

• Computer & Internet Knowledge Test (210)
• SACS HTML Results

Test previews are available to help you prepare and showcase your abilities with confidence.

Your Next Step Starts Here

If you are a motivated, customer-focused professional with a passion for technology and a desire to make a real difference, arenaflex wants to hear from you. This is your opportunity to join a company that values your contributions, invests in your growth, and empowers you to build a rewarding career in the ever-evolving world of telecommunications and connectivity.

We understand that not every candidate will meet every preferred qualification, and that is perfectly okay. If you bring dedication, curiosity, and a commitment to excellence, we encourage you to apply. Your unique perspective and experiences could be exactly what our team needs.

Take the next step in your career journey. Join arenaflex, where better truly matters — and where your work helps connect people to what brings them joy. Apply today and become part of a team that is shaping the future of connectivity, one customer at a time.