Fiber Network Customer Representative

Fiber Network Technician

This position is represented by the IBEW Clerical Local Union No. 659. Please see the Collective Bargaining Agreement at the below link.

POSITION SUMMARY:

Serves as a critical link between Ashland Fiber Network (AFN) operations, field technicians, and customers. This role provides technical support, service coordination, and customer assistance for a wide range of fiber and wireless internet services. Responsibilities include troubleshooting network issues across multiple technologies, supporting in-home router setups, verifying service availability, managing billing and service accounts, and optimizing technician scheduling.

ESSENTIAL FUNCTIONS:

The following duties are normal for this position. However, they are not to be construed as exclusive or all–inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.

• Analyze and interpret complex datasets and diagnostic information to assist field technicians with troubleshooting issues across multiple network technologies, including cable modems, G.hn, PON (Passive Optical Network), and wireless systems.
• Utilize a variety of network-specific tools and platforms to identify, diagnose, and resolve outside plant issues. Troubleshoot based on the distinct characteristics of each network type, understanding how localized problems can impact multiple users in the surrounding network.
• Map and analyze service impact areas to identify trends and broader service outages, leveraging GIS tools, network maps, and service order history to track and predict affected households.
• Apply knowledge of residential networking—including common issues with third-party routers and customer-owned equipment—to support troubleshooting when no faults are found within the AFN (Ashland Fiber Network) infrastructure.
• Communicate directly with customers to guide them through connection setups, troubleshooting steps, and service management for both third-party routers and City-managed equipment (e.g., Calix routers).
• Provide support on router setup and configuration, including proper hardware connections, SSID management, static IP configuration, and device health monitoring via web and mobile interfaces.
• Review service eligibility for new connections by researching service order history, analyzing network feed routes using network and GIS maps, and using Google Street View and other resources to assess feasibility of service. Schedule on-site surveys when additional verification is needed.
• Manage customer billing tasks through Munis billing software, including service additions, cancellations, and billing adjustments. Audit accounts to ensure accuracy in proration, service status, and billing cycles.
• Administer and maintain AFN-only customer accounts within Munis, including the creation of new addresses and customer records for users without other City utilities, as well as updates to contact information, mailing addresses, and occupancy status.
• Coordinate field technician schedules based on service type, technician expertise, and time requirements. Optimize routing for efficiency, balance workloads during high-volume periods, and respond to scheduling conflicts or emergencies by promptly communicating with affected customers.
• Review prior-day appointments for follow-up needs; contact customers to schedule continuation visits when additional work or troubleshooting is required.
• Respond to customer inquiries and service requests via phone, email, and in-person interactions with professionalism, accuracy, and a customer-focused approach.
• Stay informed about AFN services, systems, and policies; attend trainings, review documentation, and collaborate with internal departments to maintain up-to-date operational knowledge.
• Perform other related duties as assigned to support the efficient operation and customer service goals of the Ashland Fiber Network.

MINIMUM REQUIRED QUALIFICATIONS:

Associate's degree from an accredited college or university in Computer Science or a related field. Two (2) years of customer service experience that emphasized either technical or sales support for…