Remote Fiber Network Customer Support Analyst – Tier 1 Technical Service & Troubleshooting Specialist (Fios Voice, Data, and Video)

Join arenaflex: Where Connection Meets Purpose

At arenaflex, we believe that meaningful work happens when talented people are empowered to make a real difference. We are a forward-thinking organization committed to connecting individuals, families, and businesses to the experiences, services, and possibilities that matter most to them. Our mission is built on the foundation of innovation, reliability, and human-centered service — and we know that none of that is possible without extraordinary people supporting our customers every single day.

The telecommunications industry is one of the most dynamic and rapidly evolving sectors in the global economy. Fiber-optic networks, gigabit-speed internet, next-generation entertainment platforms, and integrated digital home services are transforming how the world lives, works, learns, and plays. Behind every seamless video call, every buffer-free streaming experience, and every crystal-clear voice connection stands a dedicated team of technical professionals who ensure the network performs flawlessly. arenaflex is looking for passionate, customer-obsessed individuals to join that team as a Remote Fiber Network Customer Support Analyst.

If you are someone who finds genuine satisfaction in solving complex problems, enjoys explaining technical concepts in approachable language, and wants to build a long-term career in a stable, growing industry, this opportunity was designed for you. You do not need to be a network engineer to succeed here — but you do need curiosity, empathy, resilience, and a relentless commitment to getting things right for the customer.

About the Role

As a Remote Fiber Network Customer Support Analyst at arenaflex, you will be the trusted first point of contact for customers who depend on our Fios voice, data, and video services. You will work from a dedicated home office setup, providing exceptional technical support and customer service over the phone in a high-volume, fast-paced call center environment.

Your primary mission is simple but vital: diagnose, troubleshoot, and resolve customer issues related to fiber-optic and copper network services, in-home equipment, and supported applications. When customers reach out with questions about their service, concerns about their equipment, or reports of outages or performance issues, you will be the calm, knowledgeable professional who restores their confidence and gets them back online quickly.

This role is ideal for someone who thrives in a structured, metrics-driven environment and who views every customer interaction as an opportunity to deliver excellence. You will handle inbound calls, create and manage trouble tickets, perform technical analysis, and act as the bridge between the customer and the broader technical organization when escalation is required.

Key Responsibilities

As a Fiber Network Customer Support Analyst, your day-to-day responsibilities will include, but are not limited to, the following:

• Handling Inbound Customer Contacts: Answering a high volume of incoming calls from residential and small business customers who have order inquiries, service questions, or technical trouble reports related to their Fios voice, data, and video services.
• Providing Service Support: Delivering knowledgeable, courteous, and effective support for voice, high-speed data, and video products operating across both fiber and copper network infrastructures.
• Troubleshooting Technical Issues: Performing systematic analysis and isolation of trouble conditions affecting hardware, software, applications, in-home networks, and customer premises equipment (CPE), including modems, routers, set-top boxes, and connected devices.
• Creating and Managing Trouble Reports: Accurately documenting customer issues, creating trouble tickets within internal systems, sorting and prioritizing reports based on severity and impact, and following through to resolution.
• Configuring Customer Equipment: Applying working knowledge of networking components, IP addressing, signal flows, and communication protocols to guide customers through self-installation, equipment reset procedures, and configuration changes.
• Communicating Clearly with Diverse Audiences: Translating complex technical and industry terminology into language that is accessible, reassuring, and actionable for customers with varying levels of technical literacy.
• Adhering to Schedules: Working evenings, weekends, holidays, and unscheduled shifts as determined by business needs. Flexibility is essential, as customer support operations run across extended hours.
• Meeting Performance Standards: Maintaining strong performance against key metrics including call handling time, first-call resolution, customer satisfaction scores, quality assurance evaluations, and adherence to schedule.
• Continuous Learning: Participating in ongoing training, coaching sessions, and team huddles to stay current on new products, services, systems, and processes.

Essential Qualifications

To be successful in this role, every candidate must demonstrate the following baseline competencies:

• Dedication to Customer Service Excellence: A genuine passion for helping people and a track record of delivering outstanding service experiences.
• Strong Communication Skills: Exceptional verbal communication skills, with the ability to listen actively, empathize, and convey information clearly and professionally over the phone.
• Positive, Professional Attitude: A solutions-oriented mindset, emotional maturity, and the ability to remain composed and courteous under pressure.
• Adaptability and Resilience: The ability to thrive in a fast-paced, high-volume environment where priorities can shift quickly and where every call brings a new challenge.
• Technical Aptitude: Comfort with learning new systems, software applications, and technical concepts. You do not need to be an engineer, but you need to be comfortable working with technology every day.
• Home Office Readiness: A quiet, dedicated workspace with reliable high-speed internet, the ability to hardwire your connection via ethernet, and a professional environment free from distractions during scheduled shifts.
• Location Requirement: You must reside within 75 miles of the assigned reporting location for the duration of the contract.

Preferred Qualifications

Candidates who bring any of the following to the table will be given priority consideration, though they are not strictly required:

• A related Associate's Degree in information technology, computer science, networking, telecommunications, or a closely related discipline.
• Two or more years of relevant work experience in a customer-facing or technical support role.
• Prior technical support call center experience, ideally in a telecommunications, internet service provider (ISP), cable, or related technology environment.
• Familiarity with fiber-optic networks, Fios or similar fiber-to-the-home (FTTH) products, voice over IP (VoIP), IPTV, and home networking concepts.
• Experience working remotely with distributed teams.
• Industry certifications such as CompTIA A+, CompTIA Network+, or equivalent (a plus, not required).

Skills and Competencies for Success

Beyond the formal qualifications listed above, the most successful analysts at arenaflex tend to share a common set of traits and skills. If you see yourself in this list, you will likely thrive here:

• Active Listening: The ability to fully hear and understand what the customer is saying — and what they are not saying — before jumping to solutions.
• Problem-Solving: Logical, methodical thinking that allows you to isolate root causes efficiently and recommend effective resolutions.
• Empathy: A sincere understanding that for many customers, their internet and phone service is essential to their daily lives — and that being without it, even briefly, can be stressful.
• Patience: The capacity to remain calm and supportive when customers are frustrated, confused, or upset.
• Attention to Detail: The discipline to capture accurate information, document interactions thoroughly, and follow established procedures precisely.
• Time Management: The ability to balance efficiency with quality, managing multiple tools and customer needs simultaneously without sacrificing the customer experience.
• Self-Motivation: In a remote work environment, the personal drive to stay focused, productive, and engaged without constant in-person supervision is critical.
• Team Collaboration: Even though you will primarily work independently from home, you are part of a larger team and will collaborate regularly through chat, video, and team huddles.

Career Growth and Learning Opportunities

At arenaflex, we believe that a support role is not just a job — it is a launchpad. Many of our most successful technical leaders, network engineers, product managers, and operations directors began their careers in customer support roles just like this one. The exposure you will gain to fiber networks, customer premises equipment, troubleshooting methodology, and cross-functional collaboration provides a powerful foundation for long-term career growth.

We invest in our people through structured onboarding programs, ongoing coaching, mentorship opportunities, tuition assistance for approved degree programs and certifications, and clear pathways for advancement into senior technical support, team lead, quality assurance, training, and operations management roles. Your performance, curiosity, and ambition will shape your trajectory here.

Work Environment and Company Culture

arenaflex is proud to cultivate a workplace where authenticity, diversity, and inclusion are not just words — they are lived values. We know that the best teams are made up of people with different backgrounds, perspectives, and experiences, and we are committed to building a culture where everyone feels valued, heard, and empowered to contribute their best.

This is a remote, work-from-home position. You will have the flexibility and autonomy that comes with remote work, balanced with the connection and camaraderie of a strong virtual team culture. You can expect regular team huddles, occasional in-person trainings and meetings at the local reporting location, and a supportive management structure that prioritizes your well-being and professional development.

We show up for each other — in the tough calls and in the celebrations. We listen first, lead with empathy, and believe that trust is built through consistent, honest communication. If that sounds like the kind of environment where you do your best work, you will fit right in at arenaflex.

Compensation, Perks, and Benefits

arenaflex offers a competitive total rewards package designed to support your career and your life outside of work. While compensation varies based on location, confirmed job-related skills, and experience, this incentive-based role has the potential to exceed the posted range for high performers. For roles based in California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington, or Washington, D.C., the typical compensation range falls between approximately $670.00 and $1,774.50 weekly for full-time schedules.

Beyond base pay, our benefits package typically includes comprehensive medical, dental, and vision coverage; a 401(k) savings plan with company match; stock incentive programs; generous paid time off; paid holidays; adoption assistance; tuition assistance; and access to a variety of wellness and employee assistance programs. Specific offerings may vary by location and employment classification.

Required Assessments

As part of the hiring process, candidates will be asked to complete the Computer & Internet Knowledge Test (210) and the SACS HTML Results assessment. These tools help us ensure that incoming analysts have the baseline technical aptitude and computer literacy needed to succeed in the role. Test previews are available so you know exactly what to expect.

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 are committed to a collaborative, inclusive environment that encourages authenticity and fosters a strong sense of belonging. We strive every day to ensure that everyone on our team feels valued, connected, and empowered to reach their full potential.

Your Next Step Starts Here

If you are ready to join a team where your work truly matters, where your growth is supported, and where you can build a meaningful career in one of the most exciting industries of our time, arenaflex wants to hear from you. We encourage you to apply even if you do not meet every preferred qualification listed above — what matters most is your dedication to customer service, your willingness to learn, and your drive to be great at what you do.

Take the next step in your career today. Apply now and discover what it means to be part of the arenaflex team.