RESPONSIBILITIES:

1. Handles direct inbound calls from Residential, HBS (Business), and Hospitality
2. Serves as the first level of Trouble support for all
3. Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance,
4. Review scheduled trouble tickets for possible remote
5. Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).
6. Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but
7. Phone, chat and email contact with customers to make recommendations on services and resolve
8. Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements.
9. Serve as primary support liaison between Hotwire Communications and our residential
10. Possess thorough knowledge of Hotwire Communications product line and other applications utilized by
11. Other duties as