Remote Technical Engagement Specialist

ZipRecruiter; Fort Lauderdale (FL); Remote; USD 80,000 - 100,000; Full time

Job summary

A telecommunications company is seeking a Technical Engagement Specialist in Fort Lauderdale, responsible for resolving technical issues for residential and commercial clients. The ideal candidate will have at least 2 years of experience in customer service or technical support, strong communication skills, and be able to work flexible hours. This role offers comprehensive benefits, including healthcare and paid time off.

Benefits

Comprehensive Healthcare/Dental/Vision Plans

401K Retirement Plan with Company Match

Paid Vacation and Sick Time

Paid Volunteer Time

Employee Referral Bonuses

Qualifications

• Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, and technical support.
• Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays.
• Must have DSL or high-speed internet service with specified speeds.

Responsibilities

• Handles inbound calls for technical issues from customers.
• Troubleshoots and solves Tier 1 technical issues.
• Serves as the primary support liaison with customers.

Skills

Clear communication

Customer service

Technical support

Organizational skills

Education

High School Diploma

Job description

Overview

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.

Responsibilities

• 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 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, 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!)
• Paid Volunteer Time
• Paid Parental Leave
• 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
• Employee Referral Bonuses
• 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 status, genetics, protected veteran status, gender or expression, or any other characteristic protected by federal, state or local laws.