Remote Technical Engagement Specialist

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.

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.

• Ability to speak clearly using grammatically correct English (Other language skills a plus)
• Must have a High School Diploma or
• Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, and technical support
• Strong communication and organizational skills
• Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays Additional requirements for remote positions:
• 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
• Candidates must provide and meet all technical requirements prior to the first day of training