Position:      Customer Service Technician

Department:     SFCN

Salary:      $19.76 - $29.65 - Fiber experience guarantees a higher starting salary.  

Job Class:      *Temporary Full Time

Job Closes:     Open Until Filled

*This a full-time benefited position but is only anticipated to last for about 4 years or the duration of the Fiber-to-the-home buildout project.  Applicants should understand the temporary nature of the position, but also understand that during the duration of the position, employees will receive full benefits.                                                

 

GENERAL PURPOSE

Working under the supervision of the Customer Service Manager, corrects SFCN service issues at customer’s premise from the tap to the customer’s equipment (CPE).  Works closely with the customer to ensure they are satisfied with SFCN services.  

ESSENTIAL FUNCTIONS

Troubleshoot and repair fiber services (High-Speed Internet, & Digital Telephone) from service point throughout the customer's home, and bring installation up to quality-control standards 

Coordinate with headend personnel and plant technicians to correct issues beyond the customer’s tap.  

Installs all SFCN fiber services at the customers home or business. 

Install and maintain all fiber optic equipment inside the customer's home. 

Work on-call shifts when necessary.  On-call shifts include taking calls at night and on weekends and being available to roll out to service locations when necessary. 

Ability to use measuring and testing instruments as needed in the operation of a fiber optic data system. 

Work with others, including the public, with a professional positive attitude with good communication skills.  Must work be a team player. 

Performs related duties as assigned. 

Must be able to meet attendance and punctuality requirements for this position. Must abide by all City policies and procedures. 

Applicants will be required to submit to a criminal background check and drug test. 

POSITION QUALIFICATIONS

  1. Education and Experience: Graduation from high school or equivalent.  Minimum of two years of experience in customer support.  CompTIA's Network+ and A+ or equivalent certifications preferred.  One year of experience required as a fiber technician or installer or cable technician or installer. 
  2. Necessary knowledge, skills, and abilities. Technical knowledge of personal computers, routers and associated applications. Skill in the operation of assigned equipment. Knowledge in application of fiber cabling, connectorizing, splicing, and related applications. Valid driver’s license required. 
  3. Special Qualifications. Certification in cable installations and operations helpful. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus and see small objects.