Technical Engagement Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Act as the sole point of contact for advanced technical issues that other call center staff are unable to resolve.

• Manage all facets of the customer relationship, prioritizing exceptional service and problem resolution.

• Handle direct incoming calls from Residential, HBS (Business), and Hospitality customers.

• Provide first-level Trouble support for all services.

• Serve as an alternative route for Service Center functions, including new order requests and billing support.

• Review scheduled trouble tickets to identify potential for remote resolution.

• Conduct follow-up testing and troubleshooting to ensure precise and prompt technical assistance.

• Diagnose and address Tier 1 issues, elevate them when necessary, and ensure timely follow-up.

• Communicate with customers via phone, chat, and email to offer service recommendations and resolve issues.

• Address customer inquiries or concerns related to system configuration/setup, product functionality, and bugs/enhancements.

• Act as the primary support liaison between Hotwire Communications and residential clients.

• Maintain a comprehensive understanding of Hotwire Communications products and customer applications.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Ability to articulate clearly in grammatically correct English (additional language skills are advantageous).

• Must possess a High School Diploma OR at least 2 years of relevant experience in customer service, telecommunications, and technical support.

• Excellent communication and organizational abilities.

• Capability to work nontraditional hours, including evenings, weekends, and holidays.

• For remote positions: a quiet work environment.

• For remote positions: DSL or high-speed internet service with a minimum speed of 25 MB/s; preferred upload speed of 50 MB/s.

• Candidates must fulfill all technical requirements prior to the start 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 residing in properties served by Hotwire.

• Discounted service offerings for high-speed internet, video, phone, and security services.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts/Perks.