Remote Technical Engagement Specialist

Job Details

Description

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 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.

MINIMUM QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

BENEFITS :

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including :

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.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the notice from the Department of Labor.