Hotwire Communications Ltd

• Provide a best-in-class customer service experience (White Glove Service) to new on-boarding customers • Handle high call volume, covering a full range of customer inquiries concerning new installation of services, scheduling follow-up, explaining their first monthly bill, etc. • Serve as primary support liaison between the Company and new customers • Assist customers with setting up new service and scheduling appointments • Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products • Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues • Promote and maintain high quality, professional service on every call with every customer • Other duties as required or assigned.

• Monitor production network environment using a combination of monitoring tools to ensure availability. • Work with Business customers, Residential customers and techs in the field installing new services via phone. • Troubleshoot issues remotely with customers and technicians in the field • Coordinate onsite dispatch of Telecommunication vendor repair services. • Respond to automated alerts from monitoring tools according to procedure. • Use diagnostic tools to ascertain level and criticality of problem. • Discover faults and conditions in a proactive manner. • Diagnose cause where appropriate and resolve expeditiously. • Escalate issues and problems according to procedures and best judgment. • Perform periodic health checks of systems. • Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve. • Diagnose problems and resolve in an expeditious manner. • Work with Engineers to resolve production problems. • Responsible for configuring and maintaining monitoring tools. • Answering direct phone calls from customers

• Lead D365 platform operations across workflows, configurations, ticketing, bug fixes, and deployment tuning. • Redesign workflows and troubleshooting workflow failures across business functions. • Oversee stabilization and remediation of deployments impacted by current system challenges. • Manage ERP-centric integration points across multiple systems, assets, and tools. • Provide direction on data structures, workflow logic, and cross-system dependencies. • Support data-lake-adjacent items where relevant. • Lead and develop a team of four focused on D365 operations and enhancements. • Partner with internal teams and vendors to improve platform performance and stability.

Role Description 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 requests, billing assistance, etc. - Reviews scheduled trouble tickets for possible remote resolution. - Performs follow-up testing and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s). - Troubleshoots and solves Tier 1 issues, escalates where needed, and follows 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. - Resolves customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements. - Serves as primary support liaison between Hotwire Communications and our residential customers. - Possesses thorough knowledge of Hotwire Communications product line and other applications utilized by customers. - Other duties as assigned. Qualifications - Ability to speak clearly using grammatically correct English (Other language skills a plus). - Must have a High School Diploma or equivalent. - 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. Requirements - 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 of 25 MB/s, preferred upload speed of 50 MB/s. - Candidates must provide and meet all technical requirements prior to the first day of training. 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.

• Support the organization by contributing to relevant projects. • Work closely with experienced professionals to develop key skills. • Support various departmental functions. • Assist with preparation and analysis of information, reports, and presentation materials. • Participate in routine tasks including database management and data analysis. • Shadow experienced staff to gain broader exposure. • Provide support for customer service activities.

• Responsible for being the single point of contact for elevated technical issues with residential or commercial services’ clients • Handle all aspects of the customer relationship with a primary focus being on providing white glove service and trouble resolution • Handle direct inbound calls from Residential, HBS (Business), and Hospitality customers • Serve as the first level of Trouble support for all services • Serve as a secondary route choice for all other Service Center activities, including new order requests, 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 met and 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

• Create, update, and manage ongoing marketing performance reports to track KPIs and campaign effectiveness. • Aggregate and analyze data from multiple sources to produce actionable performance insights. • Develop graphical and chart-based representations of data for executive-level presentations. • Translate trends and findings into compelling stories for stakeholder presentations. • Partner with BI teams to design and implement automated dashboards for performance tracking and optimization. • Conduct financial analysis and evaluate subscriber activity and revenue data to inform strategic decisions. • Support campaign implementation through targeted list pulls and data segmentation. • Manage and update budget and forecast files to ensure accurate financial planning. • Execute deep-dive analyses for special projects to uncover revenue opportunities and segment targeting improvements. • Deliver ad hoc reporting and analysis to support cross-functional marketing initiatives.

• Monitor the performance quality of call center associates interacting with customers • Assess associate demeanor, technical accuracy, and customer service performance • Develop, create, and implement call center quality processes and procedures • Assist in enhancing QA and training materials • Participate in call monitoring formats and quality standard design • Use monitoring data to compile and track performance • Provide trend data to QA Manager and Leadership team • Assist with coaching call center agents to improve call quality • Coordinate calibration sessions for maintaining scoring consistency • Perform audits across multiple channels (calls, chats, email) • Provide actionable data to internal support groups • Prepare and analyze quality reports for management staff review • Participate in partner requirements, service levels, and KPI processes • Other duties as required or assigned

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally. • Troubleshoot all incidents and escalate to higher levels as needed. • Monitor production network environment using a combination of monitoring tools to ensure availability. • Coordinate onsite dispatch of Telecommunication technicians to repair services • Respond to automated alerts from monitoring tools according to procedure. • Use diagnostic tools to ascertain the level and criticality of the problem. • Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously. • Escalate issues and problems according to procedures and best judgment. • Perform periodic health checks of systems. • Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve. • Diagnose problems and resolve them in an expeditious manner. • Work with Engineers to resolve production problems. • Write thorough trouble ticket notes on production incidents and problems. • May write or revise system documentation and procedures. • May be required to travel (10% for training and other functions)

• Manage a pipeline of continuous improvement initiatives that support the customer experience and operations excellence. • Analyze opportunities for improvement using techniques in Six Sigma and in Customer Experience Management. • Design new cross-functional processes and customer journeys, recommending a portfolio of initiatives with measurable impact. • Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience. • Design journeys from our customer’s vantage point in diagram/map deliverables, advocating for concierge service, and defining which priority attributes are Critical to Quality (CtQ). • Upon design, collaborate with VoC team members to establish methods to monitor the journey’s health long term. • Journey Map deliverables should guide BSAs and Digital Channel teams to design the digital CX and supporting technology changes for implementation. • Conduct process analysis on topics identified for deep-dive review by executive leaders, frontline focus groups, and/or VoC reporting. • Utilize data from customer insights, key performance indicators (KPI) and industry analysis to make data-based design decisions. • Design improved processes to accomplish a specific KPI(s) within (1) a single Department or (2) a cross-functional, enterprise level process. • Design new customer journeys required to support a new product, initiative, or change in business model. • Create and visualize customer experience and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction. • Lead & facilitate ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define new customer experience designs. • Champion delivering a concierge customer experience to customers, peers, and various internal business partners. • Other duties as required or assigned.