Remote Launch Engagement Specialist

Who We Are:
Ready to build your Career from the comfort of your own home?

Hotwire Communications is a fast-paced cutting-edge technology company that provides triple play telecommunication services to residential and businesses customers over a dedicated fiber optic network.

We are currently seeking several Remote Launch Engagement Specialist with excellent problem-solving skills to join our team, as well as the ability to provide “white glove” support and service to customers.

This is an amazing career opportunity with potential for advancement as we continue to grow.

You will be empowered to assist customers with questions or problems via telephone, email, and chat in areas of system configuration/setup, product functionality and bugs/enhancements
– all from your home office!

What You Will Be Doing:
JOB

ES JOB FUNCTIONS :
Ability to interact with the public and other employees in a positive manner and promote a cooperative working environment.
Consistently displays passion for white glove service; espouses and integrates a philosophy of quality.
Creative problem solver, result oriented and above average emotional IQ to connect, negotiate, influence and provide the extra that makes us successful.
Ability to demonstrate sensitivity and compassion in a difficult situation.
Demonstrated ability to listen to understand, respond with empathy, treat customers with respect, and take quick creative actions
Have a genuine interest in people, a desire to help with a naturally positive attitude.
Demonstrated personal excellence including punctuality, integrity and accountability; MUST have the ability to work independently and in a team environment.
Must be very comfortable on the phone.
Ability to exercise sound and prudent judgment
Ability to solve problems with minimal direction
Ability to address customer needs while maintaining company standards.
Excellent and grammatically correct communication skills in English.
Must have basic knowledge of computers and computer systems.
Ability to maintain professionalism and patience in highly stressful situations.
Ability to identify and resolve problems in a timely manner.
Responds courteously to requests for service and assistance.
Ability to work non-traditional schedules with shifts including evening, weekends/holidays-handle outbound calls as well as inbound calls.

RES RESPONSIBILITIES:
Handle high call volume, covering a full range of customer inquiries concerning, new installation of services, scheduling follow-up, explaining their first monthly bill, etc.
Provide the highest level of customer service and sets the example for White Glove Service.
Serve as primary support liaison between the Company and new customers.
Assist customers with setting up new service and scheduling
– appointments.
Possess thorough knowledge of Hotwire Communications product lines and other applications utilized by customers and maintain thorough knowledge of Fision product lines.
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.
Promote and maintain high quality, professional service on every call with every customer.
Other duties as required or assigned.

What You Need to Bring:
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
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
Available Shifts:
Sun – Thurs or Tues
– Saturday
2pm – 11pm

Must be able to pass a background check