Sr Customer Support Analyst

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Sr Customer Support Analyst in United States.

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?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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