Remote Technical Engagement Specialist

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.

• 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 requests, billing assistance, etc.
• Reviews scheduled trouble tickets for possible remote resolution.
• Performs follow-up testing and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).
• Troubleshoots and solves Tier 1 issues, escalates where needed, and follows up promptly to ensure client expectations are not only met but exceeded.
• Contacts customers via phone, chat, and email to make recommendations on services and resolve issues.
• Resolves customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements.
• Serves as primary support liaison between Hotwire Communications and our residential customers.
• Possesses 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
• 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

• 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 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.