Dedicated Fiber Network Customer Support Analyst – Remote Technical Resolution & Service Excellence Specialist

About arenaflex and the Opportunity

At arenaflex, we are driven by a singular mission: to connect people to what matters most in their lives. As a recognized leader in telecommunications and digital connectivity, arenaflex powers millions of customer experiences every single day through cutting-edge fiber optic networks, advanced voice services, immersive entertainment platforms, and high-speed data solutions. We don't just deliver technology — we deliver reliability, innovation, and human connection at scale.

Our culture is built on the belief that listening is the foundation of learning, and that authentic communication creates lasting trust. We celebrate diversity, champion inclusivity, and empower every team member to bring their full, unfiltered self to work. When you join arenaflex, you become part of a community that anticipates customer needs, leads with empathy, and believes that better always matters.

We are currently seeking a Dedicated Fiber Network Customer Support Analyst to join our award-winning technical support team. This remote position offers the chance to combine your technical aptitude with your passion for customer service, helping arenaflex customers navigate their voice, data, and video services with confidence and ease. If you thrive in a fast-paced environment, love solving complex technical puzzles, and find genuine satisfaction in helping others, this is the role you've been looking for.

What You'll Be Doing

As a Fiber Customer Support Analyst at arenaflex, you will serve as the first line of technical expertise for our valued Fios customers. Operating within a dynamic, high-volume call center environment, you will troubleshoot a wide variety of issues spanning hardware, software, applications, networks, and customer devices. Every interaction you have is an opportunity to strengthen the customer relationship and reinforce arenaflex's reputation for exceptional service.

Core Responsibilities

• Customer Engagement: Answer incoming calls from customers seeking assistance with order inquiries, service issues, billing questions, or technical trouble reports, consistently delivering an elevated customer experience.
• Voice, Data, and Video Support: Provide expert service support for the full suite of fiber and copper network services, including voice, broadband data, and video entertainment offerings.
• Technical Troubleshooting: Perform detailed analysis and isolation of trouble conditions affecting customer services. Create, prioritize, and route trouble reports efficiently to ensure rapid resolution.
• Network Knowledge Application: Apply your understanding of communication protocols, networking components, and signal flow to assist customers with service configuration, equipment setup, and connectivity optimization.
• Cross-Functional Collaboration: Work closely with field technicians, engineering teams, and escalation specialists to coordinate complex service restoration and ensure seamless customer experiences.
• Customer Education: Communicate technical concepts clearly and professionally, adapting your communication style to suit each customer's level of technical knowledge while providing industry-appropriate guidance.
• Documentation: Accurately log all customer interactions, troubleshooting steps, and resolutions within arenaflex's proprietary CRM and ticketing systems to maintain comprehensive service records.
• Schedule Flexibility: Work evenings, weekends, holidays, and unscheduled shifts as required to meet the operational needs of the business. Our customers need us around the clock, and so does our support team.

What We're Looking For

arenaflex is looking for customer-obsessed professionals who genuinely care about delivering excellent service. The ideal candidate combines technical curiosity with a warm, patient, and solution-oriented communication style. You will thrive in our environment if you have a dedication to customer service excellence, a positive and professional attitude, and the resilience to perform at a high level in a structured, metrics-driven call center setting.

Essential Qualifications

• Communication Skills: Outstanding verbal and written communication abilities, with the capacity to translate technical jargon into accessible, friendly language for diverse customer audiences.
• Problem-Solving Mindset: Strong analytical thinking and the ability to isolate root causes of technical issues using logical troubleshooting methodologies.
• Adaptability: Comfort navigating rapidly changing priorities, multiple systems, and a variety of customer personalities while maintaining composure and professionalism.
• Tech Savvy: Comfort working with computers, browsers, and various software applications, with the ability to learn new systems quickly.
• Reliability: A strong work ethic and consistent attendance record, with the flexibility to support business needs during peak hours, weekends, and holidays.
• Location: Must reside within 75 miles of the assigned reporting location for the duration of the contract, with willingness to attend occasional in-person team meetings, trainings, and collaborative sessions.

Preferred Qualifications

• A related Associate Degree in Information Technology, Telecommunications, Networking, or a related discipline — OR — 2+ years of relevant work experience in a customer-facing technical role.
• Prior technical support call center experience, ideally in telecommunications, cable, internet service providers, or a similar high-volume environment.
• Familiarity with fiber optic networks, Fios service architectures, or similar broadband delivery systems.
• Experience using ticketing systems, CRM platforms, and remote diagnostic tools.
• Bilingual or multilingual communication abilities are a strong plus.

Don't meet every single qualification? We encourage you to apply anyway. At arenaflex, we believe in potential as much as experience. If you have the drive, the heart, and the willingness to learn, we want to hear from you.

Skills and Competencies for Success

• Active listening and customer empathy
• Technical troubleshooting across hardware, software, and network layers
• Time management and the ability to manage multiple priorities simultaneously
• Patience and emotional intelligence when handling frustrated or anxious customers
• Attention to detail in documentation and follow-through
• Team collaboration and a willingness to support peers
• Self-motivation and discipline to succeed in a remote work environment
• Continuous learning mindset with curiosity about emerging technologies

Work Environment and Company Culture at arenaflex

arenaflex offers a fully remote work environment for this role, allowing you to perform your best work from the comfort of your home, with occasional in-person training sessions and team meetings designed to build connection and community. We invest heavily in our remote infrastructure, providing the tools, technology, and support needed for you to thrive professionally — no matter where you are.

Our culture celebrates authenticity, inclusion, and the unique perspectives each team member brings. We believe that diversity of thought, experience, and background makes us stronger, smarter, and more innovative. At arenaflex, you will find leaders who listen, teammates who lift each other up, and a workplace where your voice genuinely matters.

We recognize and reward performance, celebrate wins big and small, and create space for genuine human connection — both in moments of crisis and moments of celebration. The V Team Life isn't just a tagline; it's how we show up for each other every day.

Compensation, Perks, and Benefits

arenaflex is committed to offering a comprehensive, award-winning total rewards package that supports your career growth and your life outside of work. Our benefits include:

• Competitive hourly or salaried compensation with performance-based incentive opportunities
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage
• 401(k) Savings Plan with company matching to help you build long-term financial security
• Stock incentive programs that allow you to share in arenaflex's long-term success
• Generous paid time off for vacation, personal days, and holidays
• Adoption assistance and family support resources
• Tuition assistance and professional development opportunities to help you grow your skills and your career
• Employee resource groups and mentorship programs
• Access to cutting-edge technology and continuous learning platforms

For candidates hired into specific work locations, compensation may vary based on geographic location, confirmed job-related skills, and experience. Incentive-based pay structures provide the opportunity to earn more based on individual and team performance. Part-time roles receive prorated compensation reflective of hours worked.

Career Growth and Learning Opportunities

At arenaflex, your career trajectory is yours to shape. We are deeply invested in the professional development of every team member, offering structured career paths that allow you to grow within customer support, transition into technical specializations, or move into leadership roles. Through our internal training programs, mentorship initiatives, and tuition reimbursement opportunities, you can earn industry-recognized certifications, expand your technical expertise, and position yourself for long-term success within the rapidly evolving telecommunications industry.

Whether you aspire to become a senior technical support specialist, a network operations analyst, a team lead, or a customer experience strategist, arenaflex provides the resources, guidance, and opportunities to help you get there.

Equal Employment Opportunity at arenaflex

arenaflex is proud to be an equal opportunity employer. We celebrate the unique differences of every team member, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. We know that diversity makes us stronger, more innovative, and more reflective of the customers and communities we serve.

We are committed to fostering a collaborative, inclusive environment where every individual feels valued, connected, and empowered to reach their full potential. Authentic belonging isn't a goal at arenaflex — it's a foundational principle that shapes how we work, hire, and grow together.

How to Apply

If you are a motivated, customer-focused professional with a passion for technology and a drive to make a real difference, we want to hear from you. Bring your ideas, your unique perspective, and your commitment to excellence to arenaflex, and join a team that believes in the power of connection — both in the services we deliver and the way we work together.

Apply today and take the next step toward a rewarding career with arenaflex. We anticipate, we lead, and we listen — and we can't wait to welcome you to the team.