Customer Service & Activation Representative

Job Description

Job Description

Overview

Wyyerd Fiber is seeking a Customer Service and Activation Representative (CSAR) to be part of a high-energy, customer-focused team that handles inbound sales, customer support, and service activation for our residential and small business customers. As the first point of contact, the CSAR plays a critical role in delivering an exceptional experience to both prospective and existing customers.

In addition to supporting sales and billing inquiries, this role also includes technical support and troubleshooting responsibilities, specifically for our fiber optic internet and VoIP services. 

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.

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.