Aerwave

Compensation

Full Description

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. Education/Experience REQUIRED QUALIFICATIONS: • 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.