Remote Technical Engagement Specialist

Hotwire Communications; Fort Lauderdale (FL); Remote; USD 45,000 - 60,000; Full time

Job summary

Une entreprise leader dans les services de télécommunications recherche un Spécialiste de l'Engagement Technique pour gérer les problèmes techniques des clients. Le candidat idéal fournira un support de qualité, en résolvant des problèmes techniques et en garantissant une excellente expérience client. Ce rôle implique des responsabilités variées, y compris la gestion des attentes des clients et la résolution de problèmes techniques. Une grande implication dans les horaires non traditionnels est attendue.

Benefits

Comprehensive Healthcare / Dental / Vision Plans

401K Retirement Plan with Company Match

Paid Vacation, Sick Time, and Additional Holidays

Hotwire Service Discounts

Exclusive Entertainment Discounts / Perks

Qualifications

• Deux ans d'expérience en service client, télécommunications et support technique.
• Capacité à parler anglais clairement, autres langues sont un plus.
• Compétences en communication et organisation fortes.

Responsibilities

• Gérer les appels entrants de clients résidentiels et commerciaux.
• Troubleshoot et résoudre les problèmes de Tier 1, avec suivi.
• Agir comme liaison principale entre Hotwire et les clients.

Skills

Communication

Organisation

Tech Support

Education

High School Diploma

Job description

The Technical Engagement Specialist is responsible for being the single point of contact for elevated technical issues with residential or commercial services’ clients, when those issues cannot be resolved by other call center employees. They will handle all aspects of the customer relationship with a primary focus being on providing white glove service and trouble resolution

• Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers.
• Serves as the first level of Trouble support for all services.
• Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc.
• Review scheduled trouble tickets for possible remote resolution.
• Perform follow-up testing, and / or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).
• Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded.
• Phone, chat and email contact with customers to make recommendations on services and resolve issues.
• Resolve customer questions or problems via telephone in areas of system configuration / setup, product functionality, and bugs / enhancements.
• Serve as primary support liaison between Hotwire Communications and our residential customers.
• Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers.
• Other duties as assigned.

MINIMUM QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

• Ability to speak clearly using grammatically correct English (Other language skills a plus)
• Must have a High School Diploma or
• Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, and technical support
• Strong communication and organizational skills
• 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
• Candidates must provide and meet all technical requirements prior to the first day of training

BENEFITS :

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including :

• Comprehensive Healthcare / Dental / Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Exclusive Entertainment Discounts / Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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