Hotwire Communications Ltd

Provide high-quality customer service to new onboarding customers to deepen engagement with hardware products and services. Act as the primary support liaison, handling high call volumes regarding installations, billing, and technical troubleshooting for IPTV and Internet.

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 between customers and the company.

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.