Job Description
Company Description
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
Check us out on the web!
Job Description
We are seeking a detail-oriented and proactive Operations Analyst to support the Technician Support Center (TSC). In this role, you will contribute to business process development, standards implementation, ORT testing, and product rollouts. You will leverage your expertise in device programming and assignment to identify and refer roadblocks, streamline workflows, and assist in implementing technology-driven solutions. Your work will directly improve quality, enhance agent productivity, and reduce operational costs through automation and lean principles.
As Operations Analyst, your duties and responsibilities will include:
- Tracking and reporting roadblocks faced by the TSC, ensuring timely resolution
- Serving as a Subject Matter Expert (SME) for programming and facility assignments to support field technicians and IBP with escalations
- Communicating process changes across the TSC to ensure understanding and compliance
- Collaborating with cross-functional teams to identify issues, propose solutions, and engage Process and Platform Support personnel when needed
- Managing escalations into the TSC, follow through to resolution, and highlight potential fixes
- Representing TSC on project calls and ensuring team awareness of upcoming changes
- Partnering with reporting teams to maintain accurate and actionable TSC metrics
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- Bachelor’s degree or equivalent experience, plus 5+ years of related experience
- Strong proficiency in Office 365 (PowerPoint, Excel)
- Extensive experience with programming and facility assignment for fiber and copper facilities in a telco environment
- Strong analytical skills with the ability to identify performance drivers and trends
- Proven ability to work effectively under tight deadlines and firm schedules
- Excellent verbal and written communication skills
- Familiarity with analytics tools and reporting platforms such as BOSS OM, Optius, Power BI
BONUS POINTS FOR:
- Experience with process improvement methodologies
- Knowledge of automation tools and scripting for operational efficiency
- Prior experience supporting Technician Support Centers or similar operational environments
- Ability to support cross-functional projects and influence stakeholders at multiple levels
#LI-GF1
Additional Information
WHY JOIN US?
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.
For all applicants, please take a moment to review our Privacy Notices:
- Brightspeed’s Privacy Notice for California Residents
- Brightspeed’s Privacy Notice
