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.
• 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.

Qualifications & Experience

• 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.).

Why Wyyerd Fiber?