Technical Engagement Specialist

🔥 5 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Hotwire Communications Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

📡 Telecommunications

👥 B2C

🤝 B2B

Telecommunications • B2C • B2B

Hotwire Communications Ltd is a fiber‑optic telecommunications company operating under the Fision brand that builds and operates 100% fiber networks to deliver high‑speed, symmetrical gigabit internet to residential communities and business customers. The company provides bundled connectivity services — including managed Wi‑Fi, TV, digital phone, security, and home automation — for single‑family homes, multifamily and HOAs, hospitality, student housing, senior living, and other enterprise customers across multiple U. S. states. Hotwire emphasizes concierge‑level customer service, scalable network infrastructure, and enterprise-grade solutions for community-wide deployments.

📋 Description

• Responsible for being the 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 being 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 requests, 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, escalate where needed, and follow up promptly to ensure client expectations are met and 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

🎯 Requirements

• Ability to speak clearly using grammatically correct English (Other language skills a plus) • Must have a High School Diploma or Must have a minimum of 2 years’ 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 • 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

• 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