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Customer Support Representative II

Customer Support Representative II

AerwaveDallas, Texas, United States, 75201
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Aerwave delivers next-generation Managed Wi-Fi for multifamily communitiesseamless, gigabit-speed internet that's always on, everywhere on your property.

With 24 / 7 domestic support, intuitive digital tools, and real-time insights, we empower residents, property teams, and owners to stay connected and in control. More than just Wi-Fi, Aerwave builds trust and future-proofs your community for tomorrow's digital lifestyle.

The Customer Support Representative II (CSR II) plays a pivotal role in ensuring customer satisfaction, retention, and loyalty. As a key member of our customer support team, you will be responsible for providing excellent service to our customers, resolving technical issues, and ensuring a positive customer experience. The Shift is from 4 : 00 PM to 1 : 00 AM.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS :

  • Serves as the first point of contact for customers seeking technical assistance via phone, email, and computer chat.
  • Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
  • Troubleshoot internet connection issues, identify problems related to service outages, slow speeds, and hardware configurations, 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.
  • Determining the best solution based on the issue and details provided by customers.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on products or services.
  • Provide timely follow-ups and updates customer status and information.
  • Works cohesively with the team to relay information to appropriate levels of management.
  • Improves client references by recording events, root cause and resolutions, and maintaining documentation.
  • Responsible for de-escalating irate customers.
  • Achieve and maintain expected benchmarks communicated by management monthly.
  • Prepare reports as required; enter project information within proprietary software to track progress and completion of projects per line of business, department, communication channel, etc.
  • Update messaging and Website for any service events or affected areas during outages.
  • Maintain communication with management regarding development within areas of assigned responsibilities.
  • Assist the NOC teams with onsite in unit scheduling.
  • Participate in mandatory meetings and training.
  • Maintain a positive, empathetic, and professional attitude towards all internal and external customers.

REQUIRED QUALIFICATIONS :

Education / Experience :

  • High School Diploma or GED.
  • 4+ years of experience in a service / tech support role.
  • Has a successful track record of problem solving in customer service / support role.
  • Ability to work in a collaborative environment and adapt to changing circumstances.
  • Experience with ticketing systems, Intercom and Aircall is a plus.
  • Ability to work a flexible schedule that includes weekends, evenings, holidays.
  • Is organized with strong follow-through.
  • Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.
  • This role requires you to be at your desk, ready and available to take calls during scheduled hours.
  • Can easily navigate computers and CRM systems.
  • Excellent communication and team leadership skills.
  • Understand critical milestones that drive operational excellence.
  • Flexibility working a variety of shifts with minimal notice.
  • Basic technical knowledge.
  • Proficiency in the use of a computer, and software applications including Microsoft Office.

    • Knowledge, Skills, and Abilities :

  • Highly organized and attentive to detail, with the ability to work on multiple tasks / projects simultaneously (multi-task).
  • Effective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.
  • Ability to work independently with minimal supervision on a highly productive team.
  • Ability to manage budgets, timelines, and resources effectively.
  • Easily takes initiative and works independently.
  • Maturity, professionalism, and good work ethic.

    • Preferred Qualifications :

  • Bilingual in English and Spanish.
  • Bachelor's Degree.

    • Benefits :

  • Join a dynamic, fast-growing company where you will have the opportunity to make an immediate, high-level impact to Aerwave's growth and success.
  • 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.
  • We work hard at Aerwave, and you will too. But that means we need time off to rest and recharge. The Company offers a generous PTO policy.
  • Additionally, you receive 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.

    • PI11e2ce503cee-30511-38809676

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    Customer Support Representative • Dallas, Texas, United States, 75201