Customer Solutions Specialist

About Us

Fatbeam Fiber, headquartered in Coeur d’Alene, Idaho, is a leading provider advancing innovation and connecting communities with reliable, scalable, and flexible fiber-based internet solutions to carrier, commercial, government/education, healthcare and residential customers. Established in 2010, Fatbeam is one of the fastest growing fiber providers in the West with 150,000+ fiber miles across eight states and 150+ cities. Offering competitive pricing and stringent service level agreements, Fatbeam makes connectivity simple! In short, we are driven, passionate, responsive and, most importantly, flexible.

Position Summary

The Customer Solutions Specialist will be one of the frontline employees for fielding customer services calls. As a Customer Solutions Specialist, you will be one of the first points of contact for our customers. Your role will involve helping customers with their inquiries, providing support, and ensuring they have a positive experience. You will need to have excellent customer service skills, a friendly and patient demeanor, and the ability to understand customer concerns. While you’ll work with our internal tools and resources to resolve issues quickly, you may also need to escalate more complex matters to the appropriate teams for further assistance. This position will be in the Southern Idaho area.

 We’re looking for someone with strong communication skills, a problem-solving mindset, and a willingness to learn. This role requires a customer-first attitude, as well as the ability to collaborate with other teams when needed.

Position Responsibilities

• Raise information, technical issues, and network requests to the network or outside plant team(s) or senior support specialists.
• Provide information systems technical support for routine customer issues
• Identify problems with network operations and provide potential workarounds.
• Perform basic up-front troubleshooting with the customer
• Create appropriate trouble tickets within the company databases and assuring the status of the customer situation stays up to date
• Must be able to multi-task
• Must be detail oriented
• Must perform well under pressure
• Must have excellent customer service skills, both internally and externally

Experience/Minimum Requirements

• 3+ years in the customer service field is required.
• Must have basic to skilled knowledge of most computer databases
• Must have excellent customer service skills
• Experience in the Telecommunication Field is a plus
• Must be willing to be on call after hours when needed
• Possible minimal travel is required
• Must have high speed internet connection for when working remotely

Compensation and Benefits

• Fatbeam offers market competitive total compensation packages that consists of base pay, incentive compensation for many positions, equity based long term incentive compensation and a full array of robust benefits including health insurance, FSA/HSA accounts, 401K retirement plans, paid leave, and other benefits.
• Above all, we offer a rewarding and performance-oriented culture where our employees feel valued and are part of a great team.

Additional information

Fatbeam requires a background check and the acceptance of a basic non-compete documents for all employees. The background check takes 3-5 days. This offer would be pending upon the results of the background check. We will also need to confirm that your driving record will not prohibit us from adding you to our insurance policy for company vehicles. Lastly, to protect our intellectual property, confidential information, and client relationships, it is our policy to require that employees execute an Employee Conduct Agreement governing these matters. Your execution of this agreement is also a condition of this offer of employment. Your employment with Fatbeam is "at will", which means that you have the right to leave your employment with us at any time while Fatbeam also reserves the right to end the employment relationship at any time.

Fatbeam is an EEO employer.