Residential Fiber Technician - Customer Experience (Giga Guide)
Company: Centric Fiber Op Co, LLC
Location: Roanoke
Posted on: February 14, 2026
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Job Description:
Job Description Job Description Giga Guide | Fiber Technician
Centric Services (“Centric”) delivers industry-leading high-speed
internet through Centric Fiber and natural gas services through its
UniGas division. Centric serves ground-up commercial and
residential developments, as well as master-planned communities in
all major metropolitan markets across Texas and Central Florida. As
the only integrated telecom and natural gas provider currently in
the market, Centric is rapidly expanding into new regions due to
its advantageous dual-model approach. Our team is dedicated to
bridging infrastructure gaps through strategic value creation and
continuous innovation. We are seeking an energetic and
customer-focused Giga Guide (GG) to represent Centric in the field
and deliver an outstanding onboarding experience to new residents.
Giga Guides play a critical role in conducting preinstalls,
completing customer installs, addressing technical tickets, and
ensuring residents have a seamless service activation process. This
position emphasizes customer service, installation readiness, and
relationship building to help maximize customer satisfaction and
increase capture rates in Centric communities. Responsibilities:
Serve as the primary in-person point of contact for new residents
during move-in and service activation. Educate residents on
Centric’s fiber internet offerings, highlighting benefits,
features, and available plans. Perform preinstalls in homes to
ensure readiness prior to resident move-in. Troubleshoot and
resolve service issues on-site for internet, tv, VOIP, ethernet
switches, battery backup, and all future deployed products and
services. Support customer owned integrations/connectivity – e.g.,
troubleshooting Alexa devices, TV WiFi connectivity, laptop
connectivity, etc. Complete customer installs when service
activation is not preinstalled. Install, service, disconnect,
change, or reconnect telephone and modem equipment, serving
customer residences.Install, service, disconnect, change, or
reconnect for television and provisioning in MAUI system. Address
and resolve technical tickets, including provisioning and
troubleshooting of Calix equipment using SMX. Document installs,
activations, and service resolutions in Salesforce. Promote
additional services and upgrades to increase capture rate within
assigned communities. Cover after hour on-call shifts that require
answering inbound calls, responding to online emails and chats, and
dispatching to appointments, as needed, for high priority issues
that may arise while on-call (this is usually a weeklong coverage
that rotates amongst all active Giga Guides). Support region with
rollout of new equipment and software rollouts. Gather resident
feedback and communicate potential service or process issues to
internal teams. Build positive relationships with builders, sales
offices, and community partners to support resident engagement.
Collaborate with dispatch, sales, and operations teams to resolve
issues quickly and ensure smooth installations. Other duties as
assigned. Requirements High School Diploma / GED Strong
interpersonal and communication skills with a customer-first
approach Ability to work evenings and weekends as needed to support
move-ins and community events Valid driver’s license;
transportation will be provided via a company vehicle Ability to
work independently and manage schedules effectively Preferred
Requirements: Previous experience in customer service, sales, or
technical support Experience working in residential communities,
telecom, or utilities industries Bilingual skills (Spanish/English)
a plus Benefits Competitive base pay bonus Great benefits (medical,
dental, vision, and more) Generous PTO policy 10 company-paid
holidays 401(k) plan with 5% company match Centric Infrastructure
Group is an Equal Opportunity Employer. Qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or veteran status.
Keywords: Centric Fiber Op Co, LLC, Lewisville , Residential Fiber Technician - Customer Experience (Giga Guide), IT / Software / Systems , Roanoke, Texas
