Community Engagement Specialist

Responsibilities Single point of contact for elevated technical issues with residential or commercial services’ clients Handle all aspects of the customer relationship with a primary focus on providing white glove service and trouble resolution Handle direct inbound calls from Residential, HBS (Business), and Hospitality customers Serve as the first level of Trouble support for all services Serve as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc. Review scheduled trouble tickets for possible remote resolution Perform follow-up testing and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s) Troubleshoot and solve Tier 1 issues, escalated where needed, and follow up promptly to ensure client expectations are not only met but exceeded Phone, chat and email contact with customers to make recommendations on services 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 assigned Requirements Ability to speak clearly using grammatically correct English (other language skills a plus) Must have a high school diploma or a minimum of 2 years of relevant work experience in customer service, telecommunications, and technical support Strong communication and organizational skills Ability to work nontraditional schedules/shifts, including evenings, weekends, and holidays Additional requirements for remote positions: a quiet workplace to focus on delivering excellent service to customers Must have DSL or high speed internet service with a minimum speed of 25 MB/s, preferred upload speed 50 MB/s Candidates must provide and meet all technical requirements prior to the first day of training #J-18808-Ljbffr