Technical & Activation Representative I

• 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