Analyst II at Brightspeed

Charlotte, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

0.0

Posted On

04 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Customer Advocacy, Problem Solving, Communication Skills, Microsoft Office, Contact Center Experience, Change Management, Empathy, Trust, Independence, Initiative, Product Recommendations, Root Cause Analysis, Fast-Paced Environment, Executive Communication, Service Resolution

Industry

Telecommunications

Description

Company DescriptionAt 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. Brightspeed has an exciting opportunity for Analyst II! As an Analyst II, you will be developing fundamental theories, principles, and concepts. Job DescriptionBrightspeed is searching for an Analyst II to join our team! As an Analyst II, this person is dedicated to the highest quality of service resolution delivered with trust, empathy, and care.As an Analyst II your responsibilities will include:Working with multiple departments and entities to provide viable resolutions in an expedient mannerResolving executive level customer complaints filed with various executive officers and state or federal agenciesServing as a strong, independent advocate and champion for Brightspeed customers and company processesSaving or retaining customers through solving their issues and turning negative experiences into positive onesMaking product recommendations to fit needsBalancing reactive problem solving and a strong initiative-taking, analytical focusIdentifying root cause issues, work resolutions, and be a catalyst for change management effortsQualificationsWHAT IT TAKES TO CATCH OUR EYEA bachelor’s degree preferred or equivalent experienceExcellent verbal and written communications skills, comfortable interfacing with customer, executives, and leadership personnelUnderstand and are knowledgeable on key systems that you will use to research or analyze problems5+ years’ experience in or working within contact center operational support, or in an equivalent roleAbility to work independently, be self-driven, to meet and exceed the needs of our customers in a fast-paced, constantly changing environmentAbility to work various shifts, including evenings, mandatory overtime, and holidays if necessaryStrong knowledge in Microsoft office products#LI-GF1Additional InformationWHY 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 ResidentsBrightspeed’s Privacy Notice

Responsibilities

As an Analyst II, you will work with multiple departments to provide resolutions for customer complaints and serve as an advocate for customers. You will also identify root causes of issues and contribute to change management efforts.