Customer Service & Activation Representative

Key Responsibilities

• Deliver exceptional customer service via phone, email, and in person, serving as the front line for all inquiries.
   

• Support customers through the activation and provisioning of fiber internet and VoIP phone services.
   

• Handle technical troubleshooting for fiber-related connectivity issues, including:
   

  • Diagnosing ONT (Optical Network Terminal) and modem/router connectivity problems.
     

  • Assisting with Wi-Fi performance and configuration (SSID/password, device connectivity).
     

  • Walking customers through basic hardware resets and physical connection checks.
     

  • Identifying and escalating advanced network issues to Tier 2 support or field technicians.
     

• Ensure first-call resolution by thoroughly addressing both technical and non-technical customer concerns.
   

• Process service requests, including moves, adds, changes, and cancellations, using the network management system (e.g., Calix, SMx, etc.).
   

• Assist with billing inquiries, payments, and plan adjustments while ensuring account accuracy.
   

• Promote and upsell Wyyerd Fiber services by identifying customer needs and recommending appropriate packages.
   

• Document customer interactions accurately within CRM and ticketing systems.
   

• Maintain up-to-date knowledge of Wyyerd Fiber’s network, services, and troubleshooting protocols.
  
  Apply at: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=cca4a08b-0755-407f-bc11-3bfe9629a8e7&ccId=19000101_000001&lang=en_US&jobId=505216