Technical Engagement Specialist

Responsibilities

• Single point of contact for elevated technical issues with residential or commercial services’ clients
• Handle all aspects of the customer relationship with a primary focus on providing white glove service and trouble resolution
• Handle direct inbound calls from Residential, HBS (Business), and Hospitality customers
• Serve as the first level of Trouble support for all services
• Serve 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, escalated 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

• Ability to speak clearly using grammatically correct English (other language skills a plus)
• Must have a high school diploma or a minimum of 2 years of 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 to focus on delivering excellent service to customers
• Must have DSL or high speed internet service with a minimum speed of 25 MB/s, preferred upload speed 50 MB/s
• Candidates must provide and meet all technical requirements prior to the first day of training