Customer Service, Activation Representative
Wyyerd Fiber
full-time
Posted on:
Location Type: Office
Location: National City • California • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
VoIP
About the role
- 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.
Requirements
- 2+ years of customer service experience , preferably in a telecom or ISP environment.
- Strong understanding of home networking setups including Wi-Fi , device connectivity, and speed management.
- Experience using ticketing systems and customer management platforms .
- Comfortable with the Google Workspace (Gmail, Docs, Sheets, etc.) .
- Typing speed of 40+ words per minute .
- High school diploma or equivalent required; additional technical training or certifications are a plus.
- Strong interpersonal and communication skills.
- Ability to troubleshoot, think critically , and adapt to dynamic situations.
- Must enjoy helping people and solving problems in a fast-paced environment.
- Preferred Skills (Not Required but a Plus) Experience supporting VoIP phone services .
- Familiarity with network diagnostic tools (e.g., ping, speed test).
- Understanding of fiber optic internet , networking concepts, and home networking equipment (ONTs, routers, mesh systems, etc).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingfiber internetVoIP phone servicesWi-Fi performancenetwork management systembilling inquiriescustomer servicehome networking setupsnetwork diagnostic toolsfiber optic internet
Soft skills
interpersonal skillscommunication skillscritical thinkingproblem-solvingadaptabilitycustomer-focusedfirst-call resolutionattention to detailtime managementteam collaboration
Certifications
high school diplomatechnical training