Technical Engagement Specialist

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

📋 Description

• Act as the sole point of contact for complex technical issues involving clients in both residential and commercial services.

• Manage all facets of the customer relationship with a strong emphasis on delivering exceptional service and resolving troubles.

• Respond to direct inbound inquiries from Residential, HBS (Business), and Hospitality customers.

• Function as the initial level of Trouble support for all services provided.

• Act as a secondary option for various Service Center functions, such as new order requests and billing support.

• Evaluate scheduled trouble tickets for potential remote solutions.

• Conduct follow-up testing and/or troubleshooting to provide customers with the most accurate and prompt responses to their technical support queries.

• Diagnose and address Tier 1 issues, escalate when necessary, and ensure timely follow-up to exceed client expectations.

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

• Address customer inquiries or concerns over the phone regarding system configuration/setup, product functionality, and bugs/enhancements.

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

⛳️ Requirements

• Proficient in clear communication using grammatically correct English (additional language skills are advantageous).

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

• Excellent communication and organizational abilities are required.

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

• A quiet environment is necessary to ensure the delivery of outstanding service to customers.

• Must have DSL or high-speed internet service with a minimum speed of 25 MB/s, with a preferred upload speed of 50 MB/s.

• Candidates are required to provide and meet all technical specifications before 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 residing at properties served by Hotwire.

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

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts/Perks.