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Aerwave · 2 months ago

Customer Support Representative II

United States

Full-time

Remote

Mid Level

4+ years exp

Aerwave delivers next-generation Managed Wi-Fi for multifamily communities, providing seamless internet that’s always on. The Customer Support Representative II plays a pivotal role in ensuring customer satisfaction by providing excellent service, resolving technical issues, and ensuring a positive customer experience.

InternetNetwork HardwareWireless

Responsibilities

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

Qualification

Technical support experienceTicketing systemsProblem solvingMicrosoft Office proficiencyBilingual in EnglishSpanishMultitaskCommunicationTeam leadership skillsOrganizational skillsInterpersonal skills

Required

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

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

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.