Fiber Network Customer Representative

City of Ashland, OR

Service Center, OR

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JOB DETAILS

SKILLS

Analysis Skills, Auditing, Best Practices, Billing, Billing Records, Billing Software, Broadband, Cable Modem, CentOS, Cisco Network Systems, Command Line, Communication Skills, CompTIA - Computing Technology Industry Association, Computer Science, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Data Entry, Data Sets, Detail Oriented, Documentation Review, Driver's License, English Language, Feasibility Analysis, Geographic Information Systems (GIS), Google Maps, Home Networking, Identify Issues, Illustrating Ability, Information Technology & Information Systems, Information/Data Security (InfoSec), Intellectual Property (IP), Internet/Online Service, Juniper Networks Product Family, Legal, Maintenance Services, Modems, Multitasking, Network Administration/Management, Network Cable, Network Connectivity, Network Performance/Analysis, Network Router Configuration, Network Routers, Network Routing, Network Software, Network Support, Network Switching, Network System Hardware, On Site Support, Open Systems Interconnection (OSI), Operational Support, Optical Networking, Organizational Skills, Presentation/Verbal Skills, Privacy Controls, Problem Solving Skills, Record Keeping, Sales Management, Sales Support, Spatial Data, Technical Sales, Technical Support, Time Management, Trend Analysis, Web Interface, Web Site Monitoring, Wireless Communications, Writing Skills

LOCATION

Service Center, OR

POSTED

3 days ago

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

https://ashlandoregon.gov/DocumentCenter/View/3985

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 Internet services.

OTHER REQUIREMENTS

Possession of, or the ability to obtain and retain, an Oregon driver license by the time of appointment.

PREFERRED QUALIFICATIONS

Bachelor’s degree in Computer Science or related field.
Professional experience working with cable modem technology, Higher level networking (OSI model, DNS, DHCP, routing, etc.), Cisco and Juniper command line interface, CentOS is desirable.
CompTIA

SUBSTITUTION
Any satisfactory equivalent combination of education, training and experience that demonstrates the knowledge, skills and abilities to perform the duties of the job proficiently may substitute for the above requirements.

KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE:

Broadband network technologies including cable modem, G.hn, PON (Passive Optical Network), and wireless systems.
Residential networking hardware and software, including routers, switches, and modems.
Common troubleshooting methods for both managed (e.g., Calix) and third-party routers.
Network mapping tools, GIS systems, and service infrastructure analysis.
Munis billing software and utility account management processes.
Principles of customer service, scheduling coordination, and communication best practices.
Data privacy and security standards when handling customer information.

SKILLS:

Interpreting complex diagnostic data to identify, isolate, and resolve network connectivity issues.
Using a variety of software tools and systems to research service history, map network connections, and support service eligibility decisions.
Explaining technical processes to customers in a clear, supportive, and non-technical manner.
Managing time-sensitive scheduling tasks and efficiently routing field technicians.
Accurately entering and auditing data in billing and account management systems.
Balancing multiple responsibilities while maintaining attention to detail and service quality.
Effectively communicating with diverse individuals via phone, email, and in-person.
Strong organizational and time management skills to handle multiple tasks and meet deadlines efficiently.
Excellent verbal and written communication skills for interacting with the public, city staff, and contractors professionally.

ABILITIES:

Troubleshoot both hardware and software issues related to internet connectivity and local networking.
Assess serviceability of properties using network maps, GIS tools, and visual references.
Maintain accurate records and billing for active and inactive accounts, including prorated charges and account closures.
Adapt quickly to changes in network technology, software systems, and departmental procedures.
Work independently and collaboratively across departments to resolve issues and fulfill service requests.
Handle sensitive customer situations with patience, professionalism, and discretion.
Learn and apply new technologies and troubleshooting platforms relevant to AFN services.
Read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position.
Maintain regular attendance and punctuality.

PHYSICAL AND WORK ENVIRONMENT
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee’s supervisor.

This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
Work has standard vision requirements.
Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
Hearing is required to perceive information at normal spoken word levels.
Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
Work is generally in a moderately noisy office setting.

Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Job Type: Hourly Full-Time

Agency: Information Technology

Location: Service Center

About the Company

City of Ashland, OR

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