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# Network Service Center Specialist

- **Company:** Bluebird Network
- **Location:** Kansas City, MO, United States
- **Contract:** Permanent contract
- **Skills:** Network Troubleshooting, Network Architecture, Networking Basics, Network Service, Computer Network Operations, Operational Systems
- **Published:** September 4, 2026
- **Apply:** https://www.careerjet.com/job/usfdb520472a6515fc3073cd48e7adb0f8/eaa

## About the Role

* Strong customer service and interpersonal skills.
 * Effective verbal and written communication.
 * Ability to learn telecommunications and basic networking concepts.
 * Ability to follow documented technical troubleshooting procedures.
 * Strong attention to detail and documentation.
 * Ability to manage multiple priorities in a fast-paced operational environment.
 * Developing knowledge of company products, services, network infrastructure, and operational systems.

## Description

The Network Service Center Specialist serves as a frontline member of Bluebird Fiber's Network Service Center (NSC) providing a single point of engagement for customers and internal partners across both service-related and network-related needs. The role combines customer Care responsibilities with Tier I Network Operations capabilities. Specialists continue to support account inquiries, billing inquiries, disconnect requests, service questions, and other customer account and service-related matters while also performing initial network troubleshooting and Tier I technical triage for customers experiencing service-impacting or network-related issues., * Respond to inbound customer calls, emails, tickets, and service requests.

 * Provide First Call Resolution (FSC)
 * Perform Basic Triage
 * Accountable for ASA and abandon rate.
 * Support account inquiries, billing inquiries, disconnect requests, service questions, and other Care-related customer needs.
 * Create, categorize, prioritize, and accurately document customer tickets.
 * Gather required technical information from customers experiencing network or service issues.
 * Perform basic Tier I network troubleshooting using established procedures, troubleshooting guides, and knowledge documentation.
 * Review available monitoring and operational systems for known alarms, outages, maintenance activities, or network events.
 * Perform basic validation of customer connectivity and service status.
 * Determine whether an issue can be addressed at Tier I or requires technical escalation.
 * Escalate network issues to the appropriate technical resources when Tier I troubleshooting does not resolve the issue.
 * Provide timely and accurate customer communications throughout the lifecycle of incidents and service requests.
 * Follow established customer communication, ticket documentation, incident management, and escalation procedures.
 * Maintain ownership of the customer experience even when technical resolution requires another team.
 * Participate in ongoing cross-training across Service/Care and Network Operations functions.
 * Meet established performance expectations for responsiveness, quality, accuracy, customer experience, and operational execution.


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