Residential Fiber Technician - Customer Experience (Giga Guide)

Job Description

Job Description

We are seeking an energetic and customer-focused Giga Guide (GG) to represent Centric in the field and deliver an outstanding

onboarding experience to new residents. Giga Guides play a critical role in conducting preinstalls, completing customer installs,

addressing technical tickets, and ensuring residents have a seamless service activation process. This position emphasizes

customer service, installation readiness, and relationship building to help maximize customer satisfaction and increase capture

rates in Centric communities.

Requirements

• Serve as the primary in-person point of contact for new residents during move-in and service activation.

• Educate residents on Centric’s fiber internet offerings, highlighting benefits, features, and available plans.

• Perform preinstalls in homes to ensure readiness prior to resident move-in.

• Troubleshoot and resolve service issues on-site for internet, tv, VOIP, ethernet switches, battery backup, and all future

deployed products and services.

• Support customer owned integrations/connectivity – e.g., troubleshooting Alexa devices, TV WiFi connectivity, laptop

connectivity, etc.

• Complete customer installs when service activation is not preinstalled.

• Install, service, disconnect, change, or reconnect telephone and modem equipment, serving customer residences.

• Install, service, disconnect, change, or reconnect for television and provisioning in MAUI system.

• Address and resolve technical tickets, including provisioning and troubleshooting of Calix equipment using SMX.

• Document installs, activations, and service resolutions in Salesforce.

• Promote additional services and upgrades to increase capture rate within assigned communities.

• Cover after hour on-call shifts that require answering inbound calls, responding to online emails and chats, and

dispatching to appointments, as needed, for high priority issues that may arise while on-call (this is usually a weeklong

coverage that rotates amongst all active Giga Guides).

• Support region with rollout of new equipment and software rollouts.

• Gather resident feedback and communicate potential service or process issues to internal teams.

• Build positive relationships with builders, sales offices, and community partners to support resident engagement.

• Collaborate with dispatch, sales, and operations teams to resolve issues quickly and ensure smooth installations.

• Other duties as assigned.

Education & Experience:

• High School Diploma / GED

• Strong interpersonal and communication skills with a customer-first approach

• Ability to work evenings and weekends as needed to support move-ins and community events

• Valid driver’s license; transportation will be provided via a company vehicle

• Ability to work independently and manage schedules effectively

Benefits

• Competitive base pay + bonus

• Great benefits (medical, dental, vision, and more)

• Generous PTO policy

• 10 company-paid holidays

• 401(k) plan with 5% company match