A Fiber Customer Support Analyst is responsible for handling customer service inquires through troubleshooting and providing technical solutions to fiber connection-related problems. Roles and responsibilities are depicted on the Fiber Customer Support Analyst Resume as – maintaining daily contact with project managers, and IT Personnel, ensuring timely status updates, answering staff application and software questions, responding to incoming help or service requests, solving support requests, maintaining service records, escalating complex cases, and performing system training and updates.
Those seeking this job role must mention on the resume such skills as – the ability to solve software and hardware issues, strong technical and computer skills, the ability to collaborate with team members and managers, problem-solving skills, and strong communication skills. Employers pick resumes that denote an education in a relevant field and staying updated with changing technology.
Objective : To establish a long-term career in a company where I may utilize my Fiber Customer Support Analyst professional skills and knowledge to be an effective Associate Program Manager and inspiration to those around me.
Skills : Microsoft Office, Windows XP, Windows Vista, Windows 7, Mac OSX, Laptops, Mobile Devices, Troubleshooting PC Hardware, Troubleshooting PC Software, Customer Service.
Description :
Provided technical, help desk phone support for incoming calls from residential and business customers with order inquiries and/or trouble reports in Verizon's FIOS high call volume call center for their fiber-based voice, data, and video services.
Provided customers with order status, service activation support for online voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
Provided Home Network Equipment Support to customers by remotely diagnosing and correcting repair issues, and instructing customers on how to resolve problems with their remote control, set-top boxes, telephone, T.V.
Provided customers with service activation support for Video service set-top box configuration.
Issued trouble reports for dispatched technician visits to the customer's premise.
Responded accordingly to customer's requests for new installations, repairs, and changes to products and services.
Negotiated dates, times and access arrangements associated with resolving customer service order fallout and trouble report.
Experience
2-5 Years
Level
Executive
Education
Masters Of Business Administration
Fiber Customer Support Analyst Resume
Summary : As a Fiber Customer Support Analyst, responsible for Installing control and distribution apparatus, such as Enclosures, Bulkheads, Patch panels, and Connectors for Fiber and Ethernet systems, and fastens in place with screws or bolts using hand or power tools.
Skills : Computer Programming, Planning Skills.
Description :
Provided customer service and technical support for both residential and business customers.
Educated customers on product use or troubleshoot to resolve issues over the phone.
Analyzed issues reported, investigate and escalate appropriately.
Supported other associates with Methods and Procedures; taking over a call if needed; handled escalations from associates or management.
Balanced Performer Award for meeting or exceeding performance metrics.
Stayed abreast of Verizon policy changes and emerging web technologies via weekly internal meetings.
Configured network printers and other third party devices such as switches and VPN's.
Experience
7-10 Years
Level
Management
Education
Bachelor's
Fiber Customer Support Analyst Resume
Summary : Qualified Fiber Customer Support Analyst professional with proven record determining and documenting desktop and network issues. Outstanding problem solving and analytical decision making skills with proven ability to conceptualize solutions to challenging situations. Characterized as a leader, customer relations specialist with solid work ethics and various computer skills.
Skills : Microsoft Office, Vrepair, NXTT.
Description :
Performed diagnostics and troubleshooting of desktop and network issues for Verizon High Speed Internet (DSL) customers.
Documented all technical support tickets/resolutions and escalates complex issues.
Assisted customers with configuring third party routers and wireless devices.
Educated customers on bandwidth utilization and makes speed suggestions.
Provided customers with assistance with email maintenance such as third party client configuration, password resets and services in transit.
Membered of the Executive Appeals Team responsible for correcting service issues for customers who have escalated to the President's office, Better Business Bureau and Federal Communications Commission.
Diagnosed network issues such as congestion on equipment, identifying the need for port changes and stabilizing internet speeds.
Experience
7-10 Years
Level
Management
Education
Associate In Computer Science
Fiber Customer Support Analyst Resume
Headline : Innovative Fiber Customer Support Analyst professional with background in telecommunications and solid understanding of relational databases. Proven ability to identify problem, analyze possible solutions and determine best course of action to meet objectives. Extensive experience in customer service organization, effective trainer, communicator; and easily interface between the technical and non-technical.
Skills : Fluent in MS applications,Technical support.
Description :
Answered incoming calls from customers with order inquiries and/or trouble reports, coordinating with the Customer Service, Network Technician Team, and Billing departments to provide consistent customer service; update customer contact information, notating and storing customer service changes and inquiries Provide customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
Provided customers with service activation support for Video service set-top box configuration.
Created trouble reports and provide customers with trouble status and installation schedule follow up.
Performed analysis and isolation of trouble conditions.
Provided trouble resolution and closeout when possible.
Provided Home Network Equipment Support to customers including physical set up of Routers, Wireless Adapters, Laptops/Desktops, Printers, Cell Phones and other equipment Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
Dispatched trouble reports and service orders to appropriate outside installation and repair forces and receiving closed out information from those groups.
Experience
5-7 Years
Level
Executive
Education
Management Information Systems
Fiber Customer Support Analyst Resume
Headline : Highly qualified Fiber Customer Support Analyst with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Solved technical issues for business and residential FiOS customers.
Received many commendations from business and residential customers in praise of my technical knowledge, my quick resolution to problems, and my superior customer service.
Able to define and solve problems across multiple platforms.
Expertised in router protocols and configurations.
Able to alternate accounts between dynamic and static IP configuration.
Able to communicate effectively with customers by establishing trust through my knowledge and patience.
Able to troubleshoot and resolve issues successfully and quickly.
Experience
5-7 Years
Level
Junior
Education
Associates Degree
Fiber Customer Support Analyst Resume
Summary : Detail-oriented Fiber Customer Support Analyst with 10 years of high-quality technical service experience in a professional and nonprofessional environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, Microsoft Office products, iOS, and Android devices.
Managed call flow and responded to technical support needs of customers.
Identified and solved technical issues with a variety of diagnostic tools.
Met and exceeded company sales and productivity goals for 10 months.
Resolved customer issues in a clear, courteous, and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Created cases and claims for damaged, lost, or displaced packages.
Resolved problems with malfunctioning products.
Experience
7-10 Years
Level
Management
Education
Associate Of Applied Science
Fiber Customer Support Analyst Resume
Objective : Highly organized and detail-oriented Fiber Customer Support Analyst Professional with over 10 years of experience looking to obtain a NOC Manager or Linux/Unix Admin position in an organization where I may utilize my procedure development skills, asset management skills, and technical abilities. Capable decision maker with proven abilities to work effectively in all types of situations. I am looking to also further my record of establishing sound rapport with clients, Supervisors, and staff while growing and being exposed to newer challenges and technologies.
Troubleshoot High-Speed Internet and FIOS Customer's technical problems, including but not limited to PC, tablets, laptops, Wiring, Internet Connectivity, Network, Email, etc.
Configured modems and routers for Business and Consumer Customers.
Reported outages that are current or ongoing.
Opened and tracked tickets for customers and companies facing technical issues using Coffee Anywhere.
Communicated with internal departments using AIMs Chat and Sametime.
Assisted in creating troubleshooting documents.
Provided customer service to internal and external customers.
Experience
2-5 Years
Level
Junior
Education
MS
Fiber Customer Support Analyst Resume
Objective : Enthusiastic Fiber Customer Support Analyst with five years' experience in retail encompassing new product sales, working with customers on a daily basis, and solving their technical device, network, or software needs. Providing customers with an excelling service experience via cold call or in-person is the priority while striving for excellence with any team.
Worked remotely via telephone, e-chat, email, remote desktop sharing software, and ticketing systems to resolve first-level technical issues.
Diagnosed, troubleshoot, and resolved a range of software, hardware and connectivity issues.
Managed call flow and respond to technical support needs of customers 24x7.
Troubleshoot and resolved problems with routing and slow throughput issues.
Helped customers install their Fios Internet and TV equipment via e-chat and phone - Accurately processed tickets and communicated through proprietary support ticketing system.
Met or exceeded all metrics such as call handling time, first call resolution and front end closeout.
Followed up with clients to ensure optimal customer satisfaction.
Experience
2-5 Years
Level
Junior
Education
Bachelor's
Fiber Customer Support Analyst Resume
Objective : Fiber Customer Support Analyst with an extensive background in problem-solving and managing a large variety of technical tasks.
Skills : Microsoft Office, Windows 8, Windows 10, Active Directory, Web Design.
Description :
Answered incoming calls from customers with order inquiry and/or trouble reports.
Provided customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
Provided customers with service activation support for Video service set-top box configuration.
Operated a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
Performed analysis and isolation of trouble conditions.
Provided trouble resolution and closeout.
Provided Home Network Equipment Support to customers.
Experience
2-5 Years
Level
Executive
Education
Bachelor Of Science
Fiber Customer Support Analyst Resume
Summary : To obtain a Fiber Customer Support Analyst position where I can utilize my strong skills and experience in desktop support; end-user support; hardware/software troubleshooting, installation, and support; telecommunications while expanding them at the same time.
Skills : Microsoft Office, Spanish.
Description :
Worked as a technical support agent in a call center environment.
Responsible for support of FiOS product that includes voice, data, and video services.
Responsible for analyzing, troubleshooting, and resolving issues for all three services.
Served as the first line of support for customer service complaints and technical repair problems prior to being dispatched to the field engineer.
Collaborated with clients, third-party vendors, employees, & field engineers in an effort to implement and support wireless networks geared toward clients.
Improved employee performance, communications, and retention utilizing effective leadership and communication skills.
Answered 35 calls a day of incoming calls from residential and small business customers.
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