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.

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

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

Customer Engagement Specialist

Key skills