{"id":744787,"url":"https://alion.io/job/aerwave-customer-support-representative-ii","title":"Customer Support Representative II","company":{"id":669728,"name":"Aerwave","domain":"aerwave.com","url":"https://alion.io/company/aerwave","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Rippling","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":119000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":236},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2025-10-14T20:52:15Z","employer_posted_date":"2025-10-14","last_verified_at":"2026-09-23T12:51:20Z","board_verified":true,"closed_at":null,"days_open":344,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":343},"description":"Aerwave delivers next-generation Managed Wi-Fi for multifamily communities-seamless, gigabit-speed internet that’s always on, everywhere on your property.\nWith 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.\n TheCustomer 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.\nRESPONSIBILITIES/ESSENTIAL FUNCTIONS:\nServes as the first point of contact for customers seeking technical assistance via phone, email, and computer chat.\nAnswer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.\nTroubleshoot 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.\nPerforms remote troubleshooting through diagnostic techniques and pertinent questions.\nProvides technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance.\nDetermining the best solution based on the issue and details provided by customers.\nDirect unresolved issues to the next level of support personnel.\nProvide accurate information on products or services.\nProvide timely follow-ups and updates customer status and information.\nWorks cohesively with the team to relay information to appropriate levels of management.\nImproves client references by recording events, root cause and resolutions, and maintaining documentation.\nResponsible for de-escalating irate customers. \nAchieve and maintain expected benchmarks communicated by management monthly.\nPrepare reports as required; enter project information within proprietary software to track progress and completion of projects per line of business, department, communication channel, etc.\nUpdate messaging and Website for any service events or affected areas during outages.\nMaintain communication with management regarding development within areas of assigned responsibilities.\nAssist the NOC teams with onsite in unit scheduling.\nParticipate in mandatory meetings and training.\nMaintain a positive, empathetic, and professional attitude towards all internal and external customers.\nREQUIRED QUALIFICATIONS:\nEducation/Experience:\nHigh School Diploma or GED.\n4+ years of experience in a service/tech support role.\nHas a successful track record of problem solving in customer service/support role.\nAbility to work in a collaborative environment and adapt to changing circumstances.\nExperience with ticketing systems, Intercom and Aircall is a plus.\nAbility to work a flexible schedule that includes weekends, evenings, holidays.\nIs organized with strong follow-through.\nMust have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.\nThis role requires you to be at your desk, ready and available to take calls during scheduled hours.\nCan easily navigate computers and CRM systems.\nExcellent communication and team leadership skills.\nUnderstand critical milestones that drive operational excellence.\nFlexibility working a variety of shifts with minimal notice.\nBasic technical knowledge.\nProficiency in the use of a computer, and software applications including Microsoft Office.\nKnowledge, Skills, and Abilities:\nHighly organized and attentive to detail, with the ability to work on multiple tasks/projects simultaneously (multi-task).\nEffective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.\nAbility to work independently with minimal supervision on a highly productive team.\nAbility to manage budgets, timelines, and resources effectively.\nEasily takes initiative and works independently.\nMaturity, professionalism, and good work ethic.\nPreferred Qualifications:\nBilingual in English and Spanish.\nBachelor’s Degree.\nBenefits:\nJoin a dynamic, fast-growing company where you will have the opportunity to make an immediate, high-level impact to Aerwave’s growth and success.\nClear line of sight for career advancement and significant accomplishments.\nBase salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance.\nWe 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.\nAdditionally, you receive 15 paid Company holidays.\nHigh-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.\n401(k) matching 100% up to 4% of base salary.","description_format":"text","description_chars":5107,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":true},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hardware","Real Estate","Wireless"],"lifecycle":[{"event":"open","at":"2026-09-11T13:51:50Z"}],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.184,"p_room":0.28,"age_days":343,"expected_fill_days":43,"reasons":["conf:17","win:tail","crowd:"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/aerwave-customer-support-representative-ii","json_url":"https://alion.io/job/aerwave-customer-support-representative-ii.json","meta":{"generated_at":"2026-09-24T04:38:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}