Hotwire Communications Ltd

Acts as the primary point of contact for elevated technical issues for residential and commercial clients to provide white-glove service. Responsibilities include troubleshooting Tier 1 issues, managing customer relationships via phone, chat, and email, and coordinating with internal teams for resolution.

Oversee and manage a team of customer engagement specialists to ensure high service levels and efficient call center operations. Responsibilities include coaching staff, monitoring performance metrics, and resolving escalated customer issues.

The QA Analyst monitors call center interactions across calls, chats, and emails to ensure technical accuracy and adherence to company policies. They are also responsible for developing quality processes, providing trend data, and coaching agents to improve the customer experience.

The Customer Engagement Specialist provides white-glove technical support to residential customers via phone, chat, and email. They are responsible for troubleshooting system configurations, product functionality, and resolving complex technical issues.

The specialist will handle blended inbound and outbound calls to educate customers and upsell products and services. They are responsible for managing accounts, resolving customer issues, and meeting sales targets while maintaining high customer satisfaction.