The Technical Support Specialist 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 for all customer device issue tickets to ensure a positive customer experience.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

1. Customer Device Support:
2. Serves as the first point of contact for customers seeking technical assistance with devices via phone, email, and computer chat.
3. Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
4. Troubleshoot device issues, identify problems related to service outages, slow speeds, and hardware configurations, and provide solutions or escalate issues to the technical support team.
5. Performs remote troubleshooting through diagnostic techniques and pertinent questions.
6. Direct unresolved issues to the next level of support personnel.
7. Customer On Boarding:
8. Work with Customer Success team to develop and roll out a White Glove On Boarding experience.
9. Provide accurate information on products or services.
10. Provide timely follow-ups and updates customer status and information.
11. Cross Team Collaboration:
12. Work with Wireless Architect team to develop and distribute documentation on wireless customer device issues. Enhance the Customer Support team’s knowledge base on how to quickly and effectively resolve these issues.
13. Assist the NOC team with trouble tickets and issues. Develop a guide or playbook to determine what tickets should stay with NOC and which should transition and be handled by Technical Support Specialist.
14. Additional Responsibilities:
15. Participate in mandatory meetings and training.
16. Maintain a positive, empathetic, and professional attitude towards all internal and external customers.
17. Achieve and maintain expected benchmarks communicated by management monthly.
18. 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.
19. Maintain communication with management regarding development within areas of assigned responsibilities.
20. Works cohesively with the team to relay information to appropriate levels of management.
21. Improves client references by recording events, root cause and resolutions, and maintaining documentation.

REQUIRED QUALIFICATIONS:

Education/Experience:

• High School Diploma or GED.
• 5+ years of experience in a service/tech support role.
• Proven experience in a customer service environment, with at least 2 years in a leadership or supervisory role.
• Experience with ticketing systems, Intercom, Aircall, and Zendesk.
• Experience working in the telecommunications or internet service provider industry.
• Strong leadership skills with the ability to inspire, motivate, and guide a team to success.
• Excellent communication skills, both written and verbal, with the ability to communicate complex issues to a variety of audiences.
• Ability to handle customer complaints and resolve issues effectively under pressure.
• Knowledge of customer service software, CRM systems, and call center technologies.
• Problem-solving skills and a customer-centric approach to resolving issues.
• Ability to analyze data and use it to drive decision-making and performance improvements.
• 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.
• Ability to work a flexible schedule that includes weekends, evenings, holidays.
• Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.
• Understand critical milestones that drive operational excellence.
• 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.
• 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.