Hotwire Communications Ltd · 2 hours ago
Remote Technical Engagement Specialist
United States
Full-time
Remote
Entry Level
2+ years expHotwire Communications Ltd is seeking a Remote Technical Engagement Specialist who will act as the primary contact for elevated technical issues faced by residential and commercial clients. This role focuses on delivering exceptional customer service while troubleshooting and resolving technical problems efficiently.
InternetPublic RelationsTelecommunications
Responsibilities
Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers
Serves as the first level of Trouble support for all services
Serves as a secondary route choice for all other Service Center activities, including new order request, 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 not only met but 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
Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers
Other duties as assigned
Qualification
Required
Ability to speak clearly using grammatically correct English
Must have a High School Diploma or equivalent
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
Preferred
Other language skills a plus
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
Company
Hotwire Communications Ltd
Hotwire Communications is a national leader in fiber optic technology, delivering advanced, customized telecommunications solutions to residential, commercial, senior-living, hospitality, and campus environments.
1001-5000 employees
H1B Sponsorship
Hotwire Communications Ltd has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Group
2025-06-13Acquired
2021-04-29Private Equity
Leadership Team
Kristin Johnson Karp
Co-Founder & CEO
Recent News
Brookfield Infrastructure Partners LP
2025-11-08
2025-10-21
Company data provided by crunchbase