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Remote Fiber Customer Support Analyst Jobs in Nevada

ECP

Customer Support Representative (Remote)

Las Vegas, NV · Remote

$16.25 - $20.75/hr

Role Overview As a Customer Support Representative at ECP, you serve as the first point of contact ... A remote work environment that is compliant with cybersecurity and other company workplace policies

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Remote Fiber Customer Support Analyst information

What is a remote fiber customer support analyst?

A Remote Fiber Customer Support Analyst is a professional who assists customers with issues related to fiber optic internet services, working from a remote location. They handle technical troubleshooting, answer customer inquiries, and resolve connectivity or service problems. Their role often includes guiding customers through setup, diagnosing outages or slowdowns, and escalating complex issues to technical teams. They play a crucial part in ensuring customer satisfaction and minimizing service disruptions for fiber internet users.

What are the key skills and qualifications needed to thrive as a remote fiber customer support analyst?

To thrive as a Remote Fiber Customer Support Analyst, you need a strong understanding of telecommunications, fiber optic technology, and customer service principles, often supported by relevant experience or certifications. Familiarity with CRM software, ticketing systems, and network troubleshooting tools is typically required. Excellent communication, problem-solving abilities, and patience are essential soft skills for effectively assisting customers remotely. These skills ensure efficient issue resolution, high customer satisfaction, and the smooth operation of fiber-based services.

What are the biggest challenges faced by a remote fiber customer support analyst, and how can they be addressed?

One of the main challenges in this role is troubleshooting complex fiber optic connectivity issues without being physically present at the customer's location. To address this, Remote Fiber Customer Support Analysts rely heavily on clear communication, detailed guides, and collaboration with field technicians. Adapting quickly to evolving technologies and maintaining up-to-date knowledge of fiber systems are also crucial. Building strong rapport with customers and internal teams helps ensure efficient problem resolution and customer satisfaction.

What is the difference between Remote Fiber Customer Support Analyst vs Remote Internet Support Specialist?

AspectRemote Fiber Customer Support AnalystRemote Internet Support Specialist
CredentialsCustomer service experience, technical knowledge of fiber optics, troubleshooting skillsCustomer service experience, basic networking knowledge, troubleshooting skills
Work EnvironmentRemote, primarily supporting fiber internet servicesRemote, supporting various internet services including cable and DSL
Employer & IndustryTelecommunications companies providing fiber optic internetInternet service providers, cable companies, telecoms

The Remote Fiber Customer Support Analyst focuses specifically on fiber optic internet services, requiring specialized knowledge of fiber technology. In contrast, the Remote Internet Support Specialist handles a broader range of internet services, including cable and DSL. Both roles involve remote customer support, but the Fiber Support Analyst typically requires more technical expertise related to fiber infrastructure.

What are the most commonly searched types of Fiber Customer Support Analyst jobs in Nevada?

The most popular types of Fiber Customer Support Analyst jobs in Nevada are:

What are popular job titles related to Remote Fiber Customer Support Analyst jobs in Nevada?

For Remote Fiber Customer Support Analyst jobs in Nevada, the most frequently searched job titles are:

What job categories do people searching Remote Fiber Customer Support Analyst jobs in Nevada look for?

The top searched job categories for Remote Fiber Customer Support Analyst jobs in Nevada are:

What cities in Nevada are hiring for Remote Fiber Customer Support Analyst jobs?

Cities in Nevada with the most Remote Fiber Customer Support Analyst job openings:

Remote Fiber Customer Support Analyst jobs near you
Infographic showing various Remote Fiber Customer Support Analyst job openings in Nevada as of August 2026, with employment types broken down into 88% Full Time, 4% Part Time, and 8% Contract. Highlights an 100% Remote job distribution.

Customer Support Representative (Remote)

Las Vegas, NV • Remote

ECP
See more jobs at ECPexternal

$16.25 - $20.75/hr

Full-time

Posted 18 days ago

Job description

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

Role Overview 

As a Customer Support Representative at ECP, you serve as the first point of contact for our customers and play a critical role in delivering an exceptional support experience. You are responsible for resolving customer questions, troubleshooting issues, training refreshers, and ensuring timely and accurate communication across all support channels according to SLAs & tracked KPIs.  

This role requires strong product knowledge, clear communication, and consistent execution of support best practices. You are expected to independently manage tickets from intake to resolution while meeting established service standards and contributing to overall team success, and to escalate when required according to established process. 

Core Responsibilities 

Customer Support & Issue Resolution 

  • Serve as the primary contact for customer inquiries via phone, email, and the ticketing system 
  • Manage support tickets from intake through resolution in accordance with SLA expectations 
  • Clarify customer requests to accurately identify needs and scope 
  • Troubleshoot product and workflow issues by identifying root causes and determining appropriate solutions 
  • Clearly explain solutions to customers and confirm resolution 

Documentation & Systems Management 

  • Maintain accurate and complete ticket documentation following ECP best practices 
  • Update and manage customer account records in HubSpot 
  • Ensure all case activity is properly tracked and categorized 

Product Knowledge & Continuous Learning 

  • Develop and maintain strong working knowledge of ECP products, features, and company workflows 
  • Stay current on new releases, updates, and process changes 
  • Serve as a reliable resource for teammates by sharing knowledge and insights 
  • Work cross-functionally as required to provide seamless customer experience 

Performance & Operational Excellence 

  • Consistently meet or exceed established KPIs, SLAs, and quality metrics 
  • Participate in ECP's rotating on-call schedule to provide after-hours support coverage 
  • Manage time effectively to balance ticket volume, follow-ups, and internal responsibilities 
Expectations for Success in This Role 
  • Demonstrate professionalism, empathy, and a customer-first mindset in every interaction 
  • Communicate clearly and confidently, both verbally and in writing 
  • Remain organized and adaptable in a fast-paced environment 
  • Take ownership of assigned work and follow through consistently according to established process 
  • Uphold ECP's values and represent the company positively in all customer interactions 

Requirements

    • Customer Service Experience
    • Software experience, experience with eMARs, EHRs or other healthcare-related technologies is preferred
    • Strong problem-solving capabilities
    • Excellent verbal and written communication skills
    • Comfort learning new systems and technologies quickly 
    • Bachelor or Associate's degree preferred
    • A remote work environment that is compliant with cybersecurity and other company workplace policies
    • Work Hours / Schedule:
      • The regular work hours will be 9:30 am CT (7:30 am PT, 8:30 am MT, 10:30 am ET) to 6:00 pm CT (4:00 pm PT, 5:00 pm MT, 7:00 pm ET), Monday through Friday.
      • Support team members are required to participate in the on-call/after-hours rotational schedule

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