Remote Customer Engagement Specialist

Hotwire Communications

Job Description

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 Customer 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!

  • Serve as primary support liaison between Hotwire Communications and our residential customers
  • Promote and maintain a high quality, professional service-oriented image among customers
  • Responsible for providing technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage of products
  • 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)
  • 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
  • Ability to understand and empathize with customer issue(s)
  • Compassionate customer service mindset
  • Ability to interact with various types of customers
  • Ability to use Windows Operating system and navigate between various applications


Benefits Include:

  • Promote-from-within culture. A LOT of opportunities to advance your career!
  • Paid training for 3 weeks consisting of computer based and on-the-job training of products, systems, policies and procedures.
  • Comprehensive health insurance plan, including medical, dental, life insurance, disability, vision, 401k.
  • Paid vacation, holidays, and sick days.

  • 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 
  • 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
  • Knowledge of communications technology, including but not limited to, voice, internet, cable and security products preferred


* Must be able to pass a background check