Residential Fiber Technician - Customer Experience (Giga Guide)

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