Customer Support Representative II

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. REQUIRED QUALIFICATIONS: Education/Experience: - 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. Originally posted on Himalayas