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Remote Technical Engagement Specialist

Remote: 
Full Remote
Work from: 
Florida (USA), United States

Offer summary

Qualifications:

Technical support experience preferred, Strong knowledge of communication products, Excellent problem-solving skills, Customer service orientation.

Key responsabilities:

  • Handle inbound calls from customers
  • Troubleshoot and resolve Tier 1 issues
Hotwire Communications Ltd logo
Hotwire Communications Ltd
1001 - 5000 Employees
About Hotwire Communications Ltd
Hotwire Communications is one of the nation’s leading providers of fiber optic telecommunications services specializing in delivering its advanced suite of services to unique market segments. Through its Fision® Home, Fision® Work, Fision® Stay, Fision® U, Fision® Encore and Fision® Govt market verticals Hotwire Communications provides advanced, customized, fiber optic telecommunications services to residential, commercial, hospitality and campus environments. The Hotwire Communications team has been providing telecommunications services since 2000, and Hotwire has been providing fiber based telecommunications services since 2005. Fision Home - We bring a 1 Gbps dedicated connection to each door, over 600 channels of cable TV, premium channels, Video On Demand, and HD content. Fision Work – Full range of commercial products for businesses of all sizes. Metro Ethernet, data collocation, business control and commercial phone products including hosted PBX Fision Stay – Full service provider for hotels offering guests the same entertainment features they enjoy at home as well as premium hospitality features allowing guests to experience the next generation of hotel technology. For the hotel staff we have admin & management tools to make managing the guest experience seamless. Fision U – Fiber optic delivery to every community to offer Gigabit speed capabilities, both wired and wireless models, and digital and HD channels with no box needed in affordable, bundled solutions.
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Job description

  1. Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers.
  2. Serves as the first level of Trouble support for all services.
  3. Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc.
  4. Review scheduled trouble tickets for possible remote resolution.
  5. Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s).
  6. Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded.
  7. Phone, chat and email contact with customers to make recommendations on services and resolve issues.
  8. Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements.
  9. Serve as primary support liaison between Hotwire Communications and our residential customers.
  10. Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers.
  11. Other duties as assigned.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.
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