Technical Engagement Specialist

Hotwire Communications Ltd

. Serve as the single point of contact for elevated technical issues that cannot be resolved by other call center employees .

Posted 9/24/2026full-timeRemote • Florida • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and technical support, with a focus on effective communication and problem resolution. Proficient in troubleshooting and maintaining knowledge of telecommunications products and services.

Highest-signal resume keywords

Customer ServiceTechnical SupportTroubleshootingCommunication SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Trouble ResolutionSystem ConfigurationProduct FunctionalityRemote ResolutionFollow-Up Testing

Soft Skills

Strong CommunicationOrganizational Skills

Tools & Technologies

DSLHigh-Speed Internet

Industry Keywords

TelecommunicationsCustomer Relationship ManagementTechnical IssuesService Center ActivitiesInbound Calls

About the role

Key responsibilities & impact

Serve as the single point of contact for elevated technical issues that cannot be resolved by other call center employees
Handle all aspects of the customer relationship with a focus on white-glove service and trouble resolution
Handle direct inbound calls from Residential, HBS (Business), and Hospitality customers
Serve as first-level trouble support for all services
Serve as a secondary route for service center activities, including new order requests and billing assistance
Review scheduled trouble tickets for possible remote resolution
Perform follow-up testing and troubleshooting
Troubleshoot and resolve Tier 1 issues, escalating when needed and following up promptly
Contact customers by phone, chat, and email to recommend services and resolve issues
Resolve questions or problems involving system configuration/setup, product functionality, and bugs/enhancements
Serve as primary support liaison between Hotwire Communications and residential customers
Maintain thorough knowledge of Hotwire Communications’ product line and customer applications
Perform other duties as assigned

Requirements

What you’ll need

High School Diploma OR a minimum of 2 years’ relevant work experience in customer service, telecommunications, and technical support
Ability to speak clearly using grammatically correct English
Other language skills are a plus
Strong communication and organizational skills
Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays
For remote positions: a quiet workplace
DSL or high-speed internet service with a minimum speed of 25 MB/s; preferred upload speed of 50 MB/s
Candidates must provide and meet all technical requirements prior to the first day of training

Benefits

Comp & perks

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 for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks