Customer Activation Specialist - Gateway Fiber

Job Title:        Customer Activation Specialist
Location:        Wright City, MO 
Start Date:     Immediate 

About Gateway: 
Gateway Fiber is seeking an outstanding individual to fill the role of Customer Activation Specialist. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.   
 
Gateway’s Beliefs About People: 
Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular.  Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.   

Expected Outcomes and Requirements: 
Gateway is hiring a Customer Activation Specialist to ensure the proper provisioning, maintenance, and monitoring of fiber-optic services, including high-speed internet and voice for new customers. As a key member of the customer service team, you'll play an integral role in maintaining Gateway's industry-leading customer service standards while supporting our mission to add 100,000 residential and business passings per year.  The Customer Activation Specialist is expected to contribute in the following significant ways: 

• Configure fiber network equipment, including Optical Network Terminals (ONTs), modems, and routers, ensuring compliance with Gateway Fiber’s established standards.
• Provide technical support to installation teams and customers during the provisioning process of fiber-optic services.
• Manage and maintain provisioning databases and systems specific to fiber-optic networks, ensuring accuracy and operational efficiency.
• Collaborate with customer service representatives and field technicians to resolve provisioning and activation issues associated with fiber-optic services.
• Monitor the performance of the fiber-optic network and adjust configurations to uphold optimal service levels for customers.
• Coordinate with field operations, network engineering teams, and customer service to ensure the seamless delivery of fiber services.
• Maintain accurate records of fiber network provisioning activities, encompassing customer information, fiber-optic equipment, and associated services.
• Document troubleshooting processes specific to fiber networks and update the knowledge base for future reference.

The successful candidate will bring the following to the table: 

• 1-3 years of experience in a provisioning role within a fiber-optic network, telecommunications, ISP, or a similar industry.
• Proficiency in working with fiber provisioning systems and software – BroadHub/GLDS, SMX, Calix, or equivalent platforms.
• Basic understanding of IP networking, fiber-optic technology, and telecommunications infrastructure.
• Demonstrated expertise in troubleshooting and problem-solving within fiber networks.
• Proven ability to prioritize tasks and manage multiple projects effectively.
• Strong verbal and written communication skills, facilitating effective collaboration with internal teams and customers.
• Strong troubleshooting and problem-solving abilities specific to fiber networks.
• Exceptional attention to detail and organizational capabilities to ensure accuracy in all tasks.
• Experience with fiber-optic networking devices, including ONTs, routers, and switches.

What’s in it for you? 

• Seeing your work make a positive difference in the lives of our served communities. 

• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment). 

• Locally owned, friendly, innovative company with high growth projections. 

• Career development. 

• To learn skills and participate in critical projects in all areas of the business. 

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