Technical & Activation Representative I

Job Description

Job Description

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