Remote Technical Engagement Specialist

Hotwire Communications•Fort Lauderdale, FL

3d•Remote

About The Position

The Technical Engagement Specialist is responsible for being the single point of contact for elevated technical issues with residential or commercial services’ clients, when those issues cannot be resolved by other call center employees. They will handle all aspects of the customer relationship with a primary focus being on providing white glove service and trouble resolution Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers. Serves as the first level of Trouble support for all services. Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc. Review scheduled trouble tickets for possible remote resolution. Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s). Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded. Phone, chat and email contact with customers to make recommendations on services and resolve issues. Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements. Serve as primary support liaison between Hotwire Communications and our residential customers. Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers. Other duties as assigned.

Requirements

Ability to speak clearly using grammatically correct English (Other language skills a plus)
Must have a High School Diploma or Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, and technical support
Strong communication and organizational skills
Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays
Additional requirements for remote positions: A quiet workplace so you can focus on delivering excellent service to our customers
Must have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s
Candidates must provide and meet all technical requirements prior to the first day of training

Responsibilities

Single point of contact for elevated technical issues
Handle all aspects of the customer relationship with a primary focus being on providing white glove service and trouble resolution
Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers
Serves as the first level of Trouble support for all services
Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc
Review scheduled trouble tickets for possible remote resolution
Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s)
Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded
Phone, chat and email contact with customers to make recommendations on services and resolve issues
Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements
Serve as primary support liaison between Hotwire Communications and our residential customers
Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers
Other duties as assigned

Benefits

Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks

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