Remote Technical Engagement Specialist

Florida - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Technical Engagement Specialist

Description
The Technical Engagement Specialist is the single point of contact for elevated technical issues with residential or commercial clients when those issues cannot be resolved by other support staff. This role handles all aspects of the customer relationship with a primary focus on providing white-glove service and effective troubleshooting.

Responsibilities:

Handle direct inbound calls from residential business and hospitality customers.
Serve as the first level of technical support for all services.
Assist with service center activities including order requests and billing inquiries.
Review scheduled trouble tickets for potential remote resolution.
Perform follow-up testing and troubleshooting to provide accurate and timely support.
Troubleshoot and resolve Tier 1 issues escalate when needed and follow up to ensure expectations are exceeded.
Communicate with customers via phone chat and email to make recommendations and resolve issues.
Resolve questions or problems related to system configuration product functionality or enhancements.
Act as the primary support liaison for customers.
Maintain thorough knowledge of product lines and applications.
Perform additional duties as assigned.

Minimum Qualifications:

High School Diploma (additional language skills a plus).
Minimum of 2 years relevant work experience in customer service telecommunications or technical support.
Clear professional verbal and written communication skills.
Strong organizational and problem-solving abilities.
Ability to work nontraditional schedules including evenings weekends and holidays.
For remote roles:
- A quiet distraction-free workspace.
- DSL or high-speed internet service with a minimum download speed of 25 Mbps (50 Mbps preferred).
- Ability to meet all technical requirements prior to the start of training.

Technical Engagement Specialist Description The Technical Engagement Specialist is the single point of contact for elevated technical issues with residential or commercial clients when those issues cannot be resolved by other support staff. This role handles all aspects of the customer relationship ...