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

Join arenaflex: Where Connection Meets Purpose

At arenaflex, we believe that powerful connections transform lives. As a recognized leader in fiber-optic network services, entertainment delivery, and next-generation digital communication, arenaflex powers the moments that matter most for millions of customers across the nation. Our mission is simple yet profound: to connect people to what brings them joy — through blazing-fast internet, crystal-clear voice services, and immersive video experiences delivered over state-of-the-art fiber and hybrid networks.

When you become part of the arenaflex team, you are not just taking a job — you are joining a community of passionate problem-solvers, tech enthusiasts, and customer advocates who anticipate challenges, lead with empathy, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere and always. If you are ready to make a real impact, grow your career, and help customers connect to the digital world, the Remote Fiber Customer Support Analyst role at arenaflex might be your perfect fit.

About the Role

As a Remote Fiber Customer Support Analyst at arenaflex, you will be the front line of technical excellence for our Fios customers, providing best-in-class support for voice, data, and video services delivered over our advanced fiber-optic and copper network infrastructure. You will join a high-performing technical support team operating in a remote call center environment, helping residential and small business customers troubleshoot issues, optimize their service experience, and get back to what matters most in their connected lives.

This position is ideal for individuals who thrive in a fast-paced, customer-focused environment, possess strong technical aptitude, and take pride in delivering exceptional service one call at a time. Because at arenaflex, better truly matters — and every interaction is an opportunity to exceed expectations.

Key Responsibilities

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

• Customer Call Handling: Answering a high volume of incoming calls from customers with order inquiries, service questions, and/or trouble reports, providing timely and accurate assistance with professionalism and empathy.
• Voice, Data, and Video Service Support: Providing expert service support for Fios Voice (VoIP), Data (high-speed internet), and Video (TV/streaming) services and features delivered over the fiber and/or copper network infrastructure.
• Technical Troubleshooting and Isolation: Performing in-depth analysis and isolation of trouble conditions affecting customer services, then creating, categorizing, and sorting trouble reports for resolution by field technicians when necessary.
• Equipment Configuration and Networking Expertise: Utilizing comprehensive knowledge of communication protocols, networking components, and customer premises equipment (CPE) to provide customers with proper service support, configuration guidance, and optimization recommendations.
• Clear and Professional Communication: Communicating complex technical and industry information in a manner that is clear, concise, and appropriate for each customer's level of technical understanding — from beginners to advanced users.
• Schedule Flexibility: Working evenings, weekends, holidays, and unscheduled shifts as determined by the operational needs of the business. Our customers count on us 24/7/365, and our team must be ready to support them.
• Documentation and Follow-Up: Accurately documenting customer interactions, troubleshooting steps, and resolutions in our ticketing and CRM systems to ensure continuity of service and enable future support interactions.
• Continuous Learning: Staying current on new product features, service offerings, network upgrades, and troubleshooting methodologies through ongoing training and professional development opportunities provided by arenaflex.

Essential Qualifications

To succeed as a Remote Fiber Customer Support Analyst at arenaflex, candidates must demonstrate the following baseline competencies and attributes:

• Customer Service Dedication: A genuine commitment to customer service excellence with a track record of going above and beyond to resolve customer issues.
• Exceptional Communication Skills: Amazing verbal and written communication skills, with the ability to explain technical concepts in accessible, customer-friendly language.
• Positive, Professional Attitude: A positive mindset, professional demeanor, and the ability to remain calm, courteous, and solution-oriented — even in high-pressure or escalated situations.
• Fast-Paced Adaptability: The ability to thrive in a fast-paced, metrics-driven work environment where priorities can shift quickly and call volume demands agility.
• Remote Work Discipline: Self-motivation, strong time-management skills, and the ability to work independently and productively from a home office environment with minimal direct supervision.
• Geographic Requirement: You must live within 75 miles of the assigned reporting location for the duration of the contract. We reserve the right to request your attendance at the office location for team huddles, meetings, training sessions, and other in-person events as business needs dictate.

Preferred Qualifications (Even Better If You Have)

While not strictly required, the following qualifications will make you an especially strong candidate for the Fiber Customer Support Analyst role at arenaflex:

• Educational Background: A related Associate Degree in Information Technology, Computer Science, Networking, Telecommunications, or a closely related discipline — OR — 2+ years of relevant work experience in customer-facing technical support roles.
• Call Center Experience: Prior technical support call center experience, preferably in telecommunications, internet service provision, cable, or related industries.
• Networking Knowledge: Familiarity with networking concepts including TCP/IP, DNS, DHCP, Wi-Fi standards, modem/router configuration, and basic fiber-optic transmission principles.
• OS and Device Proficiency: Comfort supporting customers across multiple operating systems (Windows, macOS, iOS, Android) and various connected devices (smartphones, tablets, smart TVs, gaming consoles, IoT devices).
• CRM and Ticketing Systems: Experience using customer relationship management (CRM) platforms, ticketing systems, and knowledge bases to document interactions and resolve issues.

If arenaflex and this role sound like a fit for you, we strongly encourage you to apply even if you do not meet every "even better" qualification listed above. We value potential, passion, and the right attitude just as much as experience.

Required Assessments

As part of the hiring process, candidates will be asked to complete the following assessments to demonstrate baseline technical aptitude and customer service readiness:

• Computer & Internet Knowledge Test (210): A standardized assessment evaluating your general computer literacy, internet navigation skills, and foundational technical knowledge.
• SACS HTML Results: A skills assessment designed to measure your customer service aptitude and communication effectiveness.

Test previews and study resources are available to help you prepare.

Work Environment and Schedule

This is a remote work-from-home role with the following parameters:

• Location: You will work primarily from your home office, with occasional in-person attendance required for initial training, ongoing team meetings, and collaborative events at the local reporting location.
• Hours: Scheduled weekly hours are 40 hours per week, with shift assignments that may include evenings, weekends, holidays, and unscheduled shifts based on business needs.
• Setup: arenaflex will provide the necessary equipment, software, and connectivity support to help you succeed in your remote work environment.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we are deeply committed to the professional development of every team member. When you join us as a Remote Fiber Customer Support Analyst, you gain access to a clear career progression path that can lead to roles such as Senior Technical Support Analyst, Team Lead, Quality Assurance Specialist, Training Instructor, Network Operations Center (NOC) Technician, and beyond. We provide:

• Comprehensive paid training programs to build your technical and customer service skills from the ground up.
• Ongoing coaching, mentorship, and performance feedback from experienced team leaders.
• Tuition assistance and continuing education support for those pursuing relevant degrees or certifications (such as CompTIA, Cisco, or equivalent credentials).
• Internal mobility programs that allow you to explore different roles, departments, and locations across the arenaflex ecosystem.
• Leadership development tracks for high-performers seeking to grow into supervisory and management positions.

Company Culture and Values

arenaflex is more than a workplace — it is a community built on shared values and a collective commitment to excellence. Our culture is defined by:

• Customer Obsession: We exist to serve our customers, and every decision we make is filtered through the lens of customer impact.
• Innovation and Curiosity: We encourage bold ideas, creative thinking, and the courage to challenge the status quo in pursuit of better outcomes.
• Inclusion and Belonging: We are proud to be an equal opportunity employer that celebrates diversity in all its forms. We are committed to fostering a collaborative, inclusive environment where authenticity is welcomed, and every team member feels valued, connected, and empowered to reach their full potential.
• Integrity and Trust: We do the right thing — for our customers, our colleagues, our communities, and our company — even when no one is watching.
• Continuous Improvement: We embrace a growth mindset, knowing that learning never stops and that today's good can always become tomorrow's great.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive total rewards package designed to support your career growth, financial wellness, and overall well-being. Benefits include:

• Health and Wellness Benefits: Comprehensive medical, dental, and vision coverage for you and your eligible dependents.
• 401(k) Savings Plan: A competitive retirement savings program with company match to help you build long-term financial security.
• Stock Incentive Programs: Opportunities to share in the success of arenaflex through equity-based compensation programs.
• Paid Time Off: Generous paid vacation, holidays, personal days, and sick leave to help you recharge and maintain work-life balance.
• Adoption Assistance: Financial support and resources for team members growing their families through adoption.
• Tuition Assistance: Financial support for continuing education, certifications, and degree programs relevant to your career at arenaflex.
• Award-Winning Total Rewards: Our benefits package has been recognized for its excellence and comprehensiveness in the industry.

Compensation Note: If you are hired into a work location in 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. Actual compensation will vary depending on your specific location, confirmed job-related skills, and experience. This is an incentive-based position with the potential to earn more based on performance. For part-time roles, compensation will be prorated to reflect scheduled hours.

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 as a team and as a company. We are committed to fostering a collaborative, inclusive environment that encourages authenticity and a sense of belonging, where every team member feels valued, connected, and empowered to contribute their best.

Ready to Make a Difference?

If you are a customer-focused, tech-savvy professional who thrives in a fast-paced remote environment and wants to build a meaningful career with a company that values your contributions, arenaflex wants to hear from you. Bring your skills, your passion, and your unique perspective — and help us power and empower how people live, work, and play. Apply today and start your journey with the Remote Fiber Customer Support Analyst team at arenaflex. Your next great career move starts here.