Position: Bilingual Commercial Technical Support Specialist
Division: Fision Work / HBS
Department: Account Management, Fision Work
Location: Fort Lauderdale, FL
Open Date: Fri Aug 11th, 2017

Must be Bilingual in English/Spanish for this role


Purpose Statement:


The primary responsibility of the Commercial Technical Support Specialist is to support Fision Enterprise Customers in voice, data, alarm, and video services along with end user support. Under general supervision, in a 24/7 in-bound call center environment, the incumbent will provide technical and network problem resolution to end-users (customers) or their IT staff by performing a question diagnosis while guiding users through step-by-step solutions.


Essential Duties/Responsibilities:

  • Answer inbound calls from Fision Enterprise Customers or their IT staff
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, various VOIP devices to include Adtran, Audiocodes, ADIT, and more
  • A strong knowledge of Business Trunking, IP Telephony and IP PBX and key systems with voicemail, auto attendant and PoE switching
  • Redirect problems to appropriate resource while maintaining ownership
  • Perform outbound follow up calls to Fision Enterprise customers, vendors and IT staff to verify services and take additional troubleshooting steps or to obtain additional information
  • Stay current with system information, changes and updates
  • Proper phone etiquette
  • Knowledge of customer service principles and practices with a strong empathetic approach to customer service
  • Effective listening skills
  • Willingness to cooperate with others and work to the greater good
  • Multi-tasking capabilities
  • Previous experience in a Call Center or Telecommunication Provider businesses service department
  • Experience of engaging and building successful relationships with a broad range of stakeholders.
  • Perform all other duties as assigned


  • Must be skilled in the use of PC and general office software such as email, Internet mail, MS Word, Excel, PowerPoint, MS Project
  • Strong English and Spanish verbal and written skills


  • Enjoy working in fast paced, dynamic environment
  • Ability to multi-task ad have the ability to meet deadlines
  • Strong time-management and organization skills

Physical Demands:


While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.


The position requires sitting for prolonged periods of time in front of multiple computer screens.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Work Environment:


This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.


While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.


Equal Employment Opportunity


Hotwire Communications is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or Veteran status.


Hotwire Communications does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Hotwire Communications and Hotwire Communications will not be obligated to pay a placement fee.


*Sponsorship is not available for this position

If interested in this or any of the open positions, please email your resume
and cover letter to careers@hotwiremail.com