Remote Technical Engagement Specialist

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

Job summary

A leading company is seeking a Technical Engagement Specialist to be the primary contact for elevated technical issues. This role focuses on providing exceptional customer service and technical support for residential and commercial clients, ensuring all concerns are resolved efficiently.

Benefits

Comprehensive healthcare, dental, and vision plans.

401K retirement plan with company match.

Paid vacation, sick time, and holidays.

Paid volunteer time.

Paid parental leave.

Hotwire service discounts for employees.

Employee referral bonuses.

Exclusive entertainment discounts and perks.

Qualifications

• At least 2 years of relevant experience in customer service, telecommunications, and technical support.

Responsibilities

• Handles direct inbound calls from Residential, HBS, and Hospitality customers.
• Troubleshoots and resolves Tier 1 issues, escalates when needed.

Skills

Communication

Organizational Skills

Education

High School Diploma

Job description

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.

1. Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers.
2. Serves as the first level of trouble support for all services.
3. Acts as a secondary route for all other Service Center activities, including new order requests, billing assistance, etc.
4. Reviews scheduled trouble tickets for possible remote resolution.
5. Performs follow-up testing and troubleshooting to assist customers with their technical support issues.
6. Troubleshoots and resolves Tier 1 issues, escalates when needed, and follows up promptly to ensure client expectations are exceeded.
7. Communicates via phone, chat, and email to recommend services and resolve issues.
8. Resolves customer questions or problems related to system configuration/setup, product functionality, and bugs/enhancements.
9. Serves as the primary support liaison between Hotwire Communications and our residential customers.
10. Possesses thorough knowledge of Hotwire Communications' product line and other applications used by customers.
11. Performs other duties as assigned.

Minimum Qualifications:

• Ability to speak clearly using grammatically correct English (additional skills are a plus).
• High School Diploma or equivalent.
• At least 2 years of relevant experience in customer service, telecommunications, and technical support.
• Strong communication and organizational skills.
• Ability to work nontraditional schedules/shifts, including evenings, weekends, and holidays.
• For remote positions: a quiet workplace, DSL or high-speed internet with minimum speeds of 25 MB/s download and 50 MB/s upload, and all technical requirements met prior to training.

Benefits:

• Comprehensive healthcare, dental, and vision plans.
• 401K retirement plan with company match.
• Paid vacation, sick time, and holidays (including your birthday).
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees living on serviced properties.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

Hotwire is an equal opportunity employer and prohibits discrimination and harassment of any kind based on any protected characteristic under federal, state, or local laws.