Residential Fiber Technician - Customer Experience (Giga Guide)

Centric Fiber Op Co, LLC•The Woodlands, TX

8d•Onsite

About The Position

We are seeking an energetic and customer-focused Giga Guide (GG) to represent Centric in the field and deliver an outstanding on-boarding experience to new residents. Giga Guides play a critical role in conducting pre-installs, 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

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

Responsibilities

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 pre-installs 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.