Technical Engagement Specialist

GeneralGeneralFull TimeRemoteMid LevelTeam 1,001-5,000Since 2002H1B SponsorCompany SiteLinkedIn

Location

Florida

Posted

24 days ago

Salary

0

Seniority

Mid Level

High School2 yrs expExperience acceptedEnglish

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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