Remote Customer Engagement Specialist

The Customer Engagement Specialist provides white glove support and service to our customers. The Representative will be responsible for handling a variety of calls, chats, and email communication regarding Hotwire Communication s suite of technology services and products.

RESPONSIBILITIES:

• 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.

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.

• 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 25 MB/s, preferred upload speed 50 MB/s


• Candidates must provide and meet all technical requirements prior to the first day of training