Role Description

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.

• 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

• 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.

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.