Sales & Service Technician

Job Description

Job Description

Position Title: Sales & Service Technician

Union: CWA 7670

$16.25 to $41.09 Hourly DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We’re delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: O ur customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.    

Empowering You : We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.  

Innovation and Improvement : We always look for ways to make the experiences of our customers – and each other – better.   

Earning Your Trust : We earn trust by communicating simply and transparently as real people, not as a corporation.   

Job Summary

The Sales & Service Technician is responsible for engaging and developing customer relationships and provide solutions to our customers through our products and services. All our employees are ambassadors of Ziply Fiber within our communities.

Essential Duties and Responsibilities:

The Sales & Services Technician may be assigned one or more duties. These duties include, but are not limited to, the following:

·        Install and maintain inside wire for residential/business broadband (HSI/Video) service.

·        Install Central Office and B-box junctions as required for broadband continuity, digital subscriber carriers and associated broadband equipment, such as DSLAMS (Digital subscriber line access multiplexer), Residential Gateways and HSI (High-Speed Interface) business class routers.

·        Install an array of wireless home networking equipment. Other equipment will include FTTH (Fiber to the House).

·        Use and understand automated Dispatch equipment (i.e., handheld terminals), read and understand broadband service orders and trouble tickets, and the use of appropriate broadband test equipment.

·        Adapt to changes in the business to include advances in technology, new skills and procedures, as well as participation in the company lead generation program through the promotion and sale of additional Ziply products and services during each customer contact.

·        Communicate effectively and accurately on customer issues to eliminate repeat trouble calls.

·        Mentor co-workers to expand knowledge, be self-motivated and display the ability to follow through on assignments in a timely manner.

·        Effectively use preventive maintenance program by rebuilding aerial/buried/underground cables.

·        Read and interpret Outside Plant drawings.

·        Navigate web, set up Business/Residential computer(s) and demonstrate applications to customer.

·        Effectively use Ziply internal programs and dispatch programs to complete assignments.

·        Support, install, and repair company products and services.

·        Fully understand and adhere to the 5-Step Peace of Mind Service Process.

·        Responsible for promoting and selling the company’s products and services and participate in the company’s sales referral programs during their working hours.

·        Understand and demonstrate basic telephone/broadband technology. Utilize test equipment to install products and isolate trouble effectively.

·        Performs other duties as required to support the business and evolving organization.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The individual in this position must possess the following qualifications:

·        High school diploma or equivalent.