Customer Support Representative II

Job not on LinkedIn

🕒 February 27

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Aerwave

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

📡 Telecommunications

🤝 B2B

🏠 Real Estate

💰 $20M Series B - Aerwave on 2024-09

Telecommunications • B2B • Real Estate

Aerwave is a provider of next-generation managed Wi-Fi and connectivity solutions tailored for multifamily residential communities. The company delivers gigabit-speed, property-wide internet through retrofits, new-construction designs, and managed takeovers, backed by 24/7 domestic support, digital management tools, and real-time insights to improve resident experience, property operations, and long-term asset value.

📋 Description

• Serves as the first point of contact for customers seeking technical assistance via phone, email, and computer chat. • Answer inbound customer inquiries in a professional and timely manner. • Troubleshoot internet connection issues and provide solutions or escalate issues to the technical support team. • Performs remote troubleshooting through diagnostic techniques and pertinent questions. • Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on products or services and maintain communication with management regarding development within areas of assigned responsibilities. • Assist the NOC teams with onsite in unit scheduling. • Maintain a positive, empathetic, and professional attitude towards all internal and external customers.

🎯 Requirements

• High School Diploma or GED. • 4+ years of experience in a service/tech support role. • Successful track record of problem solving in customer service/support role. • Experience with ticketing systems, Intercom and Aircall is a plus. • Ability to work a flexible schedule that includes weekends, evenings, holidays. • Strong follow-through and organizational skills. • Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages. • Can easily navigate computers and CRM systems. • Excellent communication and team leadership skills. • Basic technical knowledge. • Proficiency in the use of a computer, and software applications including Microsoft Office. • Bilingual in English and Spanish is preferred. • Bachelor’s Degree is preferred.

🏖️ Benefits

• Clear line of sight for career advancement and significant accomplishments. • Base salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance. • Generous PTO policy. • 15 paid Company holidays. • High-quality health care coverage through Aetna Base Plan. Aerwave covers 100% of the premium for the base plan and up to 75% of the premium of any higher-tier insurance plan. • 401(k) matching 100% up to 4% of base salary.