Hotwire Communications Ltd

Customer Engagement Specialist

Hotwire Communications Ltd

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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About the role

  • Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
  • Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).
  • Phone, chat and email contact with customers to make recommendations on Hotwire’s Service 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 required or assigned.

Requirements

  • Ability to speak clearly using grammatically correct English (Other language skills a plus)
  • Must have a High School Diploma or equivalent.
  • Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support
  • Strong communication and organizational skills
  • Demonstrate personal excellence including punctuality, integrity and accountability
  • Ability to demonstrate sensitivity and compassion
  • Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays
  • Must have ability to work independently and in a team environment
  • 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 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
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingsystem configurationproduct functionalitybug resolutionenhancements
Soft skills
communication skillsorganizational skillspunctualityintegrityaccountabilitysensitivitycompassionindependenceteamwork
Certifications
High School Diploma