Remote Launch & Activation Support Specialist

Hotwire Communications; Naples (FL); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

401K Retirement Plan with Company Mock

Paid Vacation, Sick Time, and Holidays

Hotwire Service Discounts

Job summary

Hotwire Communications is seeking a Launch Support Specialist to interact with customers both virtually and in person, ensuring accurate documentation and properly closed service orders. You will educate customers and assist the Account Management team with activation residuals, while maintaining high levels of service.

You will provide technical support for IPTV, Internet, and related services, schedule and track appointments, and coordinate with provisioning and account managers to ensure

Qualifications

• Ability to speak clearly using grammatically correct English (Other language skills a plus).
• Associates Degree in General Business preferred and/or a minimum of 1 year of operational experience in customer service.
• Must have a minimum of 2 years' relevant work experience in customer service, telecommunications, or technical support.
• Must have active and clean, non-restrictive, state issued driver's license in State where hired.
• Demonstrate personal excellence including punctuality, integrity and accountability.
• Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays.
• Additional requirements for remote positions: 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.

Responsibilities

• Provide the highest level of customer service and set the example for White Glove Service.
• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
• Use investigative skills to ascertain the nature of the caller's concerns and develop an action plan to resolve issues.
• Make outbound calls to customers using company systems to schedule service orders and follow-up the day before and the day of the appointment.
• Ensure that scheduled appointments are dispatched and completed in a timely manner.
• Maintain excellent communication with residents regarding any schedule changes.
• Provide concise, clear, and accurate communication to provisioning department regarding any changes/edits to installation appointments.
• Follow documented procedures to close work orders, ensuring all equipment recorded and customer documentation is updated in Amdocs.
• Escalate any issues found related to the project to the Launch Account Manager.
• Review any/all emails and voicemails for the property (outage, customer escalations, etc.) with current and prior follow ups
• Educate customers on Fision Essentials
• Conduct account audits and reports
• Act as a liaison between properties and Launch Account Manager
• Other duties as required or assigned.

Skills

Customer service

Communication

Problem solving

English proficiency

Education

Associates Degree in General Business

Tools

Amdocs

CRM systems

Job description

Hotwire Communications is seeking a Launch Support Specialist to interact with customers both virtually and in person, ensuring accurate documentation and properly closed service orders. You will educate customers and assist the Account Management team with activation residuals, while maintaining high levels of service.

You will provide technical support for IPTV, Internet, and related services, schedule and track appointments, and coordinate with provisioning and account managers to ensure