Wyyerd Fiber

Customer Support

• 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.

Customer Service, Activation Representative

Technical Program Manager

• Facilitate the design and implementation of various telecommunication circuits: Fiber, DWDM, Wave, L2 Ethernet, MPLS, L3 IP Transit, Co-location and Enterprise circuits.
• Ensure meticulous record-keeping and documentation of all project activities, including specifications, test plans, and as-built drawings.
• Develop and manage comprehensive project plans, including timelines, milestones, budgets, and resource allocation.
• Coordinate project tasks and activities, ensuring smooth collaboration between internal teams (engineering, operations, etc.) and external vendors/contractors.
• Oversee and monitor project progress, ensuring adherence to deadlines and budget constraints.
• Proactively identify, assess, and manage project risks, developing and implementing mitigation strategies.
• Conduct fiber map surveys to evaluate network infrastructure and gather necessary data for project planning.
• Communicate effectively with stakeholders at all levels, including clients, vendors, and internal teams, providing regular project status updates.
• Manage vendor relationships and negotiate contracts to ensure project success.
• Develop and implement solutions that meet customer requirements and business needs.
• Ensure compliance with telecommunications industry standards and regulations.
• Experience/Qualifications: Bachelor’s degree in Telecommunications, Engineering, Computer Science, IT, or a related technical field; Proven experience (typically 5-7 years) in telecommunications Type II circuit management; Strong understanding of circuit design, network architecture, wired and wireless technologies, and IP technologies like Pseudo Wire and Ethernet switching; Experience with Juniper, Ciena, and Calix; PMP or equivalent certification preferred.

Customer Service, Activation Representative

Sr. Telecom Type II Circuit Program Manager