NOC Tier I

Surprise, AZ & National City, CA

Job Type

Full-Time On Site

Overview

Wyyerd Fiber is a fiber-to-the-premise internet and related services provider headquartered in Boulder, CO offering services in Arizona and California. Put simply, Wyyerd Fiber offers faster, more reliable and higher value internet with symmetrical speeds, no data caps, no contracts and no invoice surprises, and Wyyerd Fiber backs it up with superior, local customer service. Wyyerd Fiber offers a full suite of services for residences, businesses, enterprises, carriers and non-profit partners including government and education entities.
If you are interested in a fast-growing company with a collaborative team culture and a strong belief in treating customers like the friends and neighbors that they are, Wyyerd Fiber may be just the right place for you.

Responsibilities

The Network Operations Tier I Technician will be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of products and services offered by Wyyerd.

Job Responsibilities:
-Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner
-Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.
-Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
-Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency
-Escalate/Assign tickets to appropriate teams, leads and managers
-Perform direct communications to customers for updates as necessary
-Resolve customer inquiries, if possible, by utilizing documented processes
-Professionally manage difficult and/or emotional customer situations

Required Qualifications:
-Must be able to pass a background screening
-1+ years of customer service experience (NOC environment is preferred)
-Ability to navigate multiple computer systems/applications simultaneously
-Knowledgeable with G-Suite applications
-Excellent written and verbal communication skills
-Ability to work in a fast paced environment
-Active Listening
-Data Entry Skills
-Attention to detail

Work Schedule/Shift:
-This position requires shift work, shifts may vary
-On call rotation required
-Pay range DOE

Benefits, Rewards & Wellness
-Excellent Health, Dental & Vision Insurance
-Retirement 401(k) Savings Plan