Technical & Activation Representative

Job Functions

• Assist customers to resolve connectivity and speed issues through various troubleshooting steps and diagnostic tools
• Troubleshoot technical issues to achieve 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 the network management system
• Monitor status of escalation cases to confirm customer’s trouble has been resolved
• Provide backup 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 to meet customer needs
• Promote Zona’s products and services and up‑sell where appropriate for customers
• Other duties as required

• 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 concisely to all customers, including those who are elderly, hard of hearing, or lack basic knowledge of internet connectivity
• Technical proficiency in the setup of and maintenance of an internal home network
• Technical 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