Technical & Activation Representative I

The Technical and Activation Representative is a technical support role that teams with the Customer Service and Activation’s team at Wyyerd to support customer needs when customers call in. The Technical and Activation Representative is a vital part of the Wyyerd team. This position is the face of Wyyerd to the customer, and helps build customers’ loyalty and confidence in Wyyerd by helping them with issues impeding their service. The ideal candidate for this role will be highly customer-oriented and a team player; one who enjoys helping other people and building business and brand loyalty in the process.

Job Functions:

• Assist customers to resolve connectivity and speed issues through various troubleshooting steps and diagnostic tools

• Troubleshoot technical issues in order to obtain First Call Resolution

• Schedule on site service calls when necessary to ensure prompt resolution

• Input trouble tickets in the CRM platform for accurate record maintenance

• Provision moves, adds, changes, and deletions in network management system 

• Monitor status of escalation cases to confirm customer’s trouble has been resolved

• Provide back up to the customer service and activation team with non-technical overflow calls including sales and billing inquiries

• Provide support to and help answer technical questions for CSARs as needed

• Suggest products and services for customer’s needs

• Promote Zona’s products and services and up-sell where appropriate for customers

• Other duties as required

Skills/Qualifications:

• Strong multi-tasking skills, including conversing while navigating a CRM platform simultaneously

• Self starter who is motivated to take on this role without requiring a high level of direction

• Must enjoy working with the public, both on the telephone and in person

• Excellent active listening and communication skills, patience, understanding, and the ability to de-escalate customers while resolving their issue

• Must be able to articulate troubleshooting steps clearly and concise to all customers, including those who are elderly, hard of hearing or lack basic knowledge of internet connectivity

• Technically proficiency in the setup of and maintenance of an internal home network

• Technically proficiency in the connectivity of devices to a local home network  

• Basic understanding of the aspects related to internet speeds, wireless routers and connected devices

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

• 2 years of experience in help desk, technical support or hold relevant industry certifications