Launch Engagement Specialist

Hotwire Communications Ltd

Launch Engagement Specialist responsible for delivering White Glove Service to on-boarding customers. Collaborating with customers to set up new services and provide technical support while ensuring excellent service throughout.

Posted 7/11/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provide a best-in-class customer service experience (White Glove Service) to new on-boarding customers
Handle high call volume, covering a full range of customer inquiries concerning new installation of services, scheduling follow-up, explaining their first monthly bill, etc.
Serve as primary support liaison between the Company and new customers
Assist customers with setting up new service and scheduling appointments
Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products
Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues
Promote and maintain high quality, professional service on every call with every customer
Other duties as required or assigned.

Requirements

What you’ll need

High School Diploma or equivalent
Minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support
Ability to speak clearly using grammatically correct English (Other language skills a plus)
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
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Telecommunications SupportIPTV SupportInternet SupportProblem ResolutionService Installation Assistance

Soft Skills

PunctualityIntegrityAccountabilitySensitivityCompassion