Launch Support Specialist

Hotwire Communications Ltd • Port Saint Lucie, FL

9d

About The Position

The Launch Support Specialist provides daily customer support virtually and in person, ensuring customer documentation is updated and service orders are accurately documented and closed. The role includes educating customers and helping the Account Management team resolve launch service activation residuals. The specialist also coordinates appointments and communications among customers, properties, provisioning, and the Launch Account Manager.

Requirements

• Ability to speak clearly using grammatically correct English.
• At least 2 years of relevant work experience in customer service, telecommunications, or technical support.
• Active, clean, non-restrictive state-issued driver's license in the state where hired.
• Demonstrated punctuality, integrity, and accountability.
• Ability to work nontraditional schedules or shifts, including evenings, weekends, and holidays.
• For remote positions, a quiet workplace suitable for focused customer service.
• For remote positions, DSL or high-speed internet service with a minimum speed of 25 MB/s.

Nice To Haves

• Associate degree in General Business and/or at least 1 year of operational experience in customer service.
• Additional language skills.
• For remote positions, a preferred internet upload speed of 50 MB/s.

Responsibilities

• Provide a high level of customer service and model White Glove Service.
• Provide technical telephone, IPTV, and Internet support, answering complex questions about product functions and usage.
• Investigate customer concerns and develop action plans to resolve issues.
• Call customers using company systems to schedule service orders and follow up before and on the day of appointments.
• Ensure scheduled appointments are dispatched and completed in a timely manner.
• Communicate schedule changes to residents.
• Communicate changes or edits to installation appointments clearly and accurately to the provisioning department.
• Follow documented procedures to close work orders, record equipment, and update customer documentation in Amdocs.
• Escalate project-related issues to the Launch Account Manager.
• Review property emails and voicemails concerning outages, customer escalations, and current or prior follow-ups.
• Educate customers on Fision Essentials.
• Conduct account audits and prepare reports.
• Act as a liaison between properties and the Launch Account Manager.
• Perform other duties as required or assigned.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401(k) retirement plan with company match.
• Paid vacation, sick time, and additional holidays, including the employee's birthday.
• Paid volunteer time.
• Paid parental leave.
• Discounted Hotwire high-speed internet, video, phone, and security services for employees who live on a property serviced by Hotwire.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree