客户支持代表 II

Aerwave delivers next-generation Managed Wi-Fi for multifamily communities—seamless, 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.

Originally posted on Himalayas