Customer Support Representative II

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🕒 vor 3 Monaten

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

💝 Kundenservice

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Aerwave

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2019

📡 Telekommunikation

🤝 B2B

🏠 Immobilien

💰 €20.000.000 Series B - Aerwave im 2024-09

Telecommunications • B2B • Real Estate

Aerwave ist ein Anbieter von Next-Generation Managed Wi-Fi- und Konnektivitätslösungen, die speziell für multifunktionale Wohnanlagen ausgelegt sind. Das Unternehmen bietet gigabit-schnelles, flächendeckendes Internet durch Nachrüstungen, Neuplanungen und verwaltete Übernahmen. Unterstützt wird dies durch 24/7 inländischen Support, digitale Verwaltungswerkzeuge und Echtzeiteinblicke, um das Bewohnererlebnis, den Betrieb der Immobilie und den langfristigen Vermögenswert zu verbessern.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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.