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).

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