Technical Engagement Specialist

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

📋 Description

• Act as the primary contact for complex technical issues that other call center staff are unable to resolve.

• Manage all elements of the customer relationship, emphasizing exceptional service and problem resolution.

• Receive direct inbound calls from Residential, HBS (Business), and Hospitality clients.

• Provide first-level support for all services.

• Serve as an alternative channel for service center functions, including new order requests and billing support.

• Examine scheduled trouble tickets for potential remote resolution.

• Conduct follow-up testing and troubleshooting activities.

• Diagnose and resolve Tier 1 issues, escalating when necessary and ensuring timely follow-up.

• Reach out to customers via phone, chat, and email to suggest services and address concerns.

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

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

• Maintain an in-depth understanding of Hotwire Communications’ product offerings and customer applications.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

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

• Clear verbal communication using grammatically correct English.

• Proficiency in other languages is advantageous.

• Excellent communication and organizational abilities.

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

• For remote roles: a quiet working environment.

• DSL or high-speed internet connection with a minimum speed of 25 MB/s; preferred upload speed of 50 MB/s.

• Applicants must fulfill all technical requirements before the commencement of training.

🏝️ Benefits

• Comprehensive Healthcare, Dental, and Vision Plans.

• 401K Retirement Plan with Company Match.

• Paid Vacation, Sick Leave, and Additional Holidays (including your Birthday!).

• Paid Volunteer Time.

• Paid Parental Leave.

• Discounts on Hotwire Services for employees residing in properties serviced by Hotwire.

• Reduced pricing on high-speed internet, video service, phone, and security offerings.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts and Perks.