Remote Technical Engagement Specialist

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.