Aerwave

Customer Support Representative II

Remote (Dallas, Texas, US) · Mid

Sponsorship not specifiedDetected 20 days ago

RESTCRMCustomer SupportIntercomLeadershipCommunicationProblem SolvingOrganizational Skills

About the role

Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
Provide accurate information on products or services.
Provide timely follow-ups and updates customer status and information.

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.
Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance.
Direct unresolved issues to the next level of support personnel.
Achieve and maintain expected benchmarks communicated by management monthly.
Maintain communication with management regarding development within areas of assigned responsibilities.

4+ years of experience in a service/tech support role.
Ability to work in a collaborative environment and adapt to changing circumstances.
Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.
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).
Ability to work independently with minimal supervision on a highly productive team.

The Shift is from 4:00 PM to 1:00 AM.
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 manage budgets, timelines, and resources effectively.
Easily takes initiative and works independently.
Maturity, professionalism, and good work ethic.

Base salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance.
401(k) matching 100% up to 4% of base salary.

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.
But that means we need time off to rest and recharge.
The Company offers a generous PTO policy.
High-quality health care coverage through Aetna Base Plan.

Serves as the first point of contact for customers seeking technical assistance via phone, email, and computer chat.
Determining the best solution based on the issue and details provided by customers.
Responsible for de-escalating irate customers.
Maintain a positive, empathetic, and professional attitude towards all internal and external customers.
Clear line of sight for career advancement and significant accomplishments.

This listing is sourced directly from Aerwave's careers page and normalized into a canonical job model.