Launch Support Specialist

Hotwire Communications • Naples, FL

8d

About The Position

The Launch Support Specialist provides daily customer interactions virtually and in person, delivers technical support, and ensures quality assurance by keeping customer documentation updated and service orders properly documented and closed. The role includes educating customers and assisting the Account Management team with launch service activation residuals. The Specialist also acts as a liaison between properties and the Launch Account Manager and escalates project-related issues to the Launch Account Manager.

Requirements

• Speak clearly using grammatically correct English; other language skills are a plus.
• At least 2 years of relevant work experience in customer service, telecommunications, or technical support.
• An active, clean, non-restrictive, state-issued driver’s license in the state where hired.
• Demonstrate punctuality, integrity, and accountability.
• Ability to work nontraditional schedules or shifts, including evenings, weekends, and holidays.
• For remote positions: have a quiet workplace suitable for focusing on customer service.
• For remote positions: have DSL or high-speed internet service with a minimum speed of 25 MB/s; a 50 MB/s upload speed is preferred.
• For remote positions: provide and meet all technical requirements before the first day of training.

Nice To Haves

• Associate degree in General Business preferred.
• At least 1 year of operational experience in customer service is an alternative qualification noted alongside the preferred degree.

Responsibilities

• Provide high-quality customer service and model White Glove Service.
• Provide technical telephone, IPTV, and Internet support, including 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 the day before and on the day of appointments.
• Ensure scheduled appointments are dispatched and completed on time.
• Communicate with residents about schedule changes.
• Communicate appointment changes or edits clearly and accurately to the provisioning department.
• Follow documented procedures to close work orders and ensure equipment records and customer documentation are updated in Amdocs.
• Escalate project-related issues to the Launch Account Manager.
• Review property emails and voicemails, including outage reports and customer escalations, and track current and prior follow-ups.
• Educate customers on Fision Essentials.
• Conduct account audits and 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 and sick time.
• Additional paid holidays, including the employee’s birthday.
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees living on a property serviced by Hotwire, covering high-speed internet, video, phone, and security services.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed