Launch Support Specialist

The Launch Support Specialist is responsible for providing daily interactions with customers virtually and in person while also providing quality assurance to ensure all customer documentation is updated into their accounts and service orders are properly documented and closed. This role will also require customer education and assisting the Account Management team with launch service activation residuals.

RESPONSIBILITIES:

• Provide the highest level of customer service and set the example for White Glove Service.
• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.
• Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues.
• Make outbound calls to customers using company systems to schedule service orders and follow-up the day before and the day of the appointment.
• Ensure that scheduled appointments are dispatched and completed in a timely manner.
• Maintain excellent communication with residents regarding any schedule changes.
• Provide concise, clear, and accurate communication to provisioning department regarding any changes/edits to installation appointments.
• Follow documented procedures to close work orders, ensuring all equipment recorded and customer documentation is updated in Amdocs.
• Escalate any issues found related to the project to the Launch Account Manager.
• Review any/all emails and voicemails for the property (outage, customer escalations, etc.) with current and prior follow ups
• Educate customers on Fision Essentials
• Conduct account audits and reports
• Act as a liaison between properties and Launch Account Manager
• Other duties as required or 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.
 

• Ability to speak clearly using grammatically correct English (Other language skills a plus)
• Associates Degree in General Business preferred and/or a minimum of 1 year of operational experience in customer service.
• Must have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support
• Must have active and clean, non-restrictive, state issued driver’s license in State where hired.
• Demonstrate personal excellence including punctuality, integrity and accountability
• 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

BENEFITS: 

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

• 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 

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.

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