Remote Technical Engagement Specialist

About the role

The Technical Engagement Specialist serves as the primary point of contact for escalated technical issues with residential and commercial services' clients. This role involves handling all aspects of the customer relationship, focusing on providing exceptional service and resolving technical issues.

Responsibilities

• 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 troubleshooting to assist customers with accurate and timely responses to their technical support issues.
• Troubleshoot and solve Tier 1 issues, escalate where needed, and follow up promptly to ensure client expectations are exceeded.
• Phone, chat, and email contact with customers to make recommendations on services and resolve issues.
• Resolve customer questions or problems related to system configuration, product functionality, and bugs/enhancements.
• Act as the primary support liaison between Hotwire Communications and residential customers.

Requirements

• High School Diploma or 2+ years of 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.
• Quiet workplace for focused service delivery.
• DSL or high-speed internet service with minimum speeds of 25 MB/s download and 50 MB/s upload.

Qualifications

• Thorough knowledge of Hotwire Communications product line and other applications used by customers.

Skills

• Clear speaking ability using grammatically correct English (other language skills a plus).

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
• Exclusive Entertainment Discounts/Perks