Sr Customer Support Analyst Full Time

This role sits at the heart of network operations, ensuring the stability and performance of a large-scale, multi-state interconnected infrastructure. You will be responsible for proactively monitoring critical network components, identifying service disruptions, and driving rapid resolution to minimize customer impact. Acting as a key operational link between customers, vendors, and internal technical teams, you will ensure incidents are properly tracked, communicated, and resolved with urgency. The environment is fast-paced and highly collaborative, requiring strong technical awareness and exceptional multitasking ability. You will also support inbound voice services while maintaining a high standard of customer experience across all channels. This position is ideal for someone who thrives in dynamic technical environments and enjoys solving complex connectivity issues in real time.

Accountabilities

You will ensure network stability and customer satisfaction by monitoring systems, managing incidents, and coordinating resolution efforts across multiple stakeholders:

• Proactively monitor network devices and infrastructure, identifying and ticketing performance or connectivity issues
• Act as the first point of triage for incoming incidents and escalate as needed to internal technical teams
• Communicate proactively with customers regarding outages, status updates, and resolution timelines
• Coordinate with third-party vendors and carriers to report issues and drive timely restoration of services
• Identify patterns in recurring incidents and collaborate on long-term corrective actions
• Manage inbound emails and support requests from customers, vendors, and internal teams
• Provide inbound support for voice services across multiple communication channels

Requirements

You bring hands-on experience in technical support or network operations environments, along with strong customer service capabilities:

• 1-2 years of experience in a customer service, helpdesk, NOC, or technical support role
• Experience working in a fast-paced, multi-issue support environment with strong multitasking ability
• Familiarity with networking concepts such as TCP/IP, LAN/WAN, routers, switches, and high-speed circuits
• Ability to troubleshoot technical issues and communicate solutions clearly to technical and non-technical users
• Strong customer-first mindset with a focus on timely and complete issue resolution
• Experience working with ticketing systems and documenting incidents accurately
• Ability to work rotating schedules, including weekends if required
• Certifications such as Network+, A+, or CCENT are a plus

Benefits

• Hourly pay range: $32.30 – $33.30 USD per hour
• Health, dental, and vision insurance coverage
• 401(k) retirement savings plan
• Generous paid time off, including parental leave
• Eligibility for discretionary annual incentive programs (based on role type)
• Flexible work arrangements depending on operational needs
• Exposure to large-scale network infrastructure and advanced telecom technologies
• Inclusive, team-oriented environment with strong collaboration culture.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.