Remote Launch & Success Specialist

Hotwire Communications Ltd; Naples (FL); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401K with company match

Paid vacation and sick time

Birthday holiday

Employee discounts

Referral bonuses

Job summary

Hotwire Communications Ltd in Naples, FL is seeking a Launch Support Specialist to deliver exceptional customer service both virtually and in person. You will support installations, document service orders, and educate customers on Fision Essentials while coordinating with Account Management.

Responsibilities include scheduling appointments, updating account documentation in Amdocs, and ensuring accurate handoffs to provisioning. Prior customer service or telecom experience is preferred.

Qualifications

• 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 where hired.
• Ability to work nontraditional schedules including evenings, weekends and holidays.

Responsibilities

• Provide the highest level of customer service and lead White Glove service.
• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions.
• Use investigative skills to determine issues and develop an action plan to resolve them.
• Schedule service orders and follow up before and on appointment day.
• Ensure appointments are dispatched and completed timely.
• Inform residents of schedule changes and coordinate with provisioning.
• Close work orders and update customer documentation in Amdocs.
• Escalate project issues to the Launch Account Manager.
• Review emails and voicemails for properties and arrange follow ups.
• Educate customers on Fision Essentials and conduct account audits.
• Act as liaison between properties and Launch Account Manager.

Skills

Strong communication

Customer service experience

Education

Associates Degree in General Business

Job description

Hotwire Communications Ltd in Naples, FL is seeking a Launch Support Specialist to deliver exceptional customer service both virtually and in person. You will support installations, document service orders, and educate customers on Fision Essentials while coordinating with Account Management.

Responsibilities include scheduling appointments, updating account documentation in Amdocs, and ensuring accurate handoffs to provisioning. Prior customer service or telecom experience is preferred.