Customer Support Representative II

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Aerwave delivers next-generation Managed Wi-Fi for multifamily communities—seamless, gigabit-speed internet that’s always on, everywhere on your property. With 24/7 domestic support, intuitive digital tools, and real-time insights, we empower residents, property teams, and owners to stay connected and in control. More than just Wi‑Fi, Aerwave builds trust and future‑proofs your community for tomorrow’s digital lifestyle.

The Customer Support Representative II (CSR II) plays a pivotal role in ensuring customer satisfaction, retention, and loyalty. As a key member of our customer support team, you will provide excellent service to our customers, resolve technical issues, and ensure a positive customer experience. Shift: 4:00 PM to 1:00 AM.

• First point of contact for customers seeking technical assistance via phone, email, and computer chat.
• Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
• Troubleshoot internet connection issues, identify problems related to service outages, slow speeds, and hardware configurations, and provide solutions or elevate issues to the technical support team.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on products or services.
• Provide timely follow‑ups and updates on customer status and information.
• Work cohesively with the team to relay information to appropriate levels of management.
• Record events, root cause and resolutions, and maintain documentation to improve client references.
• De‑escalate irate customers.
• Achieve and maintain expected benchmarks communicated by management monthly.
• Prepare reports as required and enter project information within proprietary software to track progress and completion of projects per line of business, department, communication channel, etc.
• Update messaging and website for any service events or affected areas during outages.
• Maintain communication with management regarding development within areas of assigned responsibilities.
• Assist the NOC teams with onsite unit scheduling.
• Participate in mandatory meetings and training.
• Maintain a positive, empathetic, and professional attitude towards all internal and external customers.

• High School Diploma or GED.
• 4+ years of experience in a service/tech support role.
• Successful track record of problem solving in customer service/support role.
• Ability to work in a collaborative environment and adapt to changing circumstances.
• Experience with ticketing systems, Intercom and Aircall is a plus.
• Ability to work a flexible schedule that includes weekends, evenings, holidays.
• Is organized with strong follow‑through.
• Must have high‑speed internet, a quiet workspace free from distractions, and a backup plan for power and internet outages.
• Role requires you to be at your desk, ready and available to take calls during scheduled hours.
• Can easily navigate computers and CRM systems.
• Excellent communication and team leadership skills.
• Understand critical milestones that drive operational excellence.
• Flexibility working a variety of shifts with minimal notice.
• Basic technical knowledge.
• Proficiency in the use of a computer, and software applications including Microsoft Office.

• Highly organized and attentive to detail, with ability to work on multiple tasks/projects simultaneously (multi‑task).
• Effective interpersonal skills with ability to work with personnel at all levels, both within and outside the company.
• Ability to work independently with minimal supervision on a highly productive team.
• Ability to manage budgets, timelines, and resources effectively.
• Easily takes initiative and works independently.
• M…