Hotwire Communications

  • Customer Service Representative

    Job Locations US-FL-Fort Lauderdale
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-1216
    # of Openings
    10
    Department
    Customer Support
  • Who We Are

    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 looking for intelligent, dedicated, flexible and hardworking Customer Service Representatives to provide "white glove" support and service to our customers. Our representatives handle a high volume incoming calls, covering a full range of customer inquiries in a professional manner, obtaining all information for successful transaction resolution.

    Hotwire clientele ranges from college students to young professionals to high level executives to retired communities. Our Representatives must demonstrate a solid understanding of our technologies and products to our varied client base to ensure quality of service and customer appreciation.

    What You Will Be Doing

    • Responsible for providing technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage of products
    • Resolve customer questions or problems via telephone, email, and chat in areas of system configuration/setup, product functionality and bugs/enhancements
    • Perform follow-up testing, and/or troubleshooting in order to assist customers with the most accurate and timely response to their technical support issue(s)
    • 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
    • Work with customers to identify needs and to determine the appropriate action
    • Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues
    • Direct unsolved technical issues to appropriate departments and personnel
    • The ultimate goal is to resolve issues during the first telephone call
    • Promote and maintain a high quality, professional service-oriented image among customers

    What You Need to Bring

    • 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 
    • Flexibility to work shifts in a 24/7/365 environment, including weekends, nights, and Holidays
    • Excellent interpersonal, time management, and organizational skills
    • Ability to maintain professionalism and patience in highly stressful situations and adapt quickly to change
    • Ability to effectively and professionally handle frequent changes, delays, or unexpected events
    • Strong work ethic, teamwork, and desire to help the customer at all costs
    • Excellent telephone skills with demonstrated ability to articulate relevant information and directions in an organized and concise manner
    • Advanced knowledge of communications technology, including but not limited to, voice, internet, cable and security products

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