Technical Engagement Specialist
Location
Florida
Posted
24 days ago
Salary
0
Seniority
Mid Level
Job Description
Technical Engagement Specialist
Hotwire Communications Ltd
• 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
Job 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
- 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
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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