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Remote Technical Engagement Specialist
Hotwire CommunicationsFort Lauderdale, United StatesRemotefull_timeVerifiedPosted 11 Nov 2024
About the role
- 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.
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