Analyst II

At 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. 

Brightspeed 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 manner
• Resolving executive level customer complaints filed with various executive officers and state or federal agencies
• Serving as a strong, independent advocate and champion for Brightspeed customers and company processes
• Saving or retaining customers through solving their issues and turning negative experiences into positive ones
• Making product recommendations to fit needs
• Balancing reactive problem solving and a strong initiative-taking, analytical focus
• Identifying root cause issues, work resolutions, and be a catalyst for change management efforts

WHAT IT TAKES TO CATCH OUR EYE

• A bachelor’s degree preferred or equivalent experience
• Excellent verbal and written communications skills, comfortable interfacing with customer, executives, and leadership personnel
• Understand and are knowledgeable on key systems that you will use to research or analyze problems
• 5+ years’ experience in or working within contact center operational support, or in an equivalent role
• Ability to work independently, be self-driven, to meet and exceed the needs of our customers in a fast-paced, constantly changing environment
• Ability to work various shifts, including evenings, mandatory overtime, and holidays if necessary
• Strong knowledge in Microsoft office products

#LI-GF1

WHY 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 Residents
• Brightspeed’s Privacy Notice