{"id":3546123,"url":"https://alion.io/job/hotwire-communications-launch-support-specialist","title":"Launch Support Specialist","company":{"id":3190530,"name":"Hotwire Communications","domain":"hotwirecommunications.com","url":"https://alion.io/company/hotwirecommunications","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":75000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":289},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T19:10:32Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T21:07:27Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Launch Support Specialist is responsible for providing daily interactions with customers virtually and in person while also providing quality assurance to ensure all customer documentation is updated into their accounts and service orders are properly documented and closed. This role will also require customer education and assisting the Account Management team with launch service activation residuals.\nRESPONSIBILITIES:\nProvide the highest level of customer service and set the example for White Glove Service.\nProvide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products.\nUse investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues.\nMake outbound calls to customers using company systems to schedule service orders and follow-up the day before and the day of the appointment.\nEnsure that scheduled appointments are dispatched and completed in a timely manner.\nMaintain excellent communication with residents regarding any schedule changes.\nProvide concise, clear, and accurate communication to provisioning department regarding any changes/edits to installation appointments.\nFollow documented procedures to close work orders, ensuring all equipment recorded and customer documentation is updated in Amdocs.\nEscalate any issues found related to the project to the Launch Account Manager.\nReview any/all emails and voicemails for the property (outage, customer escalations, etc.) with current and prior follow ups\nEducate customers on Fision Essentials\nConduct account audits and reports\nAct as a liaison between properties and Launch Account Manager\nOther duties as required or assigned. \nMINIMUM QUALIFICATIONS:\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.\nAbility to speak clearly using grammatically correct English (Other language skills a plus)\nAssociates Degree in General Business preferred and/or a minimum of 1 year of operational experience in customer service.\nMust have a minimum of 2 years’ relevant work experience in customer service, telecommunications, or technical support\nMust have active and clean, non-restrictive, state issued driver’s license in State where hired.\nDemonstrate personal excellence including punctuality, integrity and accountability\nAbility to work nontraditional schedules/shifts, including evenings, weekends and holidays Additional requirements for remote positions:\nA quiet workplace so you can focus on delivering excellent service to our customers\nMust have DSL or high speed internet service with a minimum speed 25 MB/s, preferred upload speed 50 MB/s\nCandidates must provide and meet all technical requirements prior to the first day of training\nBENEFITS:\nWe truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:\nComprehensive Healthcare/Dental/Vision Plans\n401K Retirement Plan with Company Match\nPaid Vacation, Sick Time, and Additional Holidays (including your Birthday!)\nPaid Volunteer Time\nPaid Parental Leave\nHotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service\nEmployee Referral Bonuses\nExclusive Entertainment Discounts/Perks \nHotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.","description_format":"text","description_chars":3885,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Service Providers","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-30T20:47:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":22,"reasons":["conf:3","velocity","win:early","comp:junior"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/hotwire-communications-launch-support-specialist","json_url":"https://alion.io/job/hotwire-communications-launch-support-specialist.json","meta":{"generated_at":"2026-11-02T22:09:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31224,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3190530},"rest":"https://alion.io/mcp/rest/get_company?id=3190530"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhotwire-communications-launch-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhotwire-communications-launch-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhotwire-communications-launch-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hotwire-communications-launch-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhotwire-communications-launch-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3546123}},{"tool":"search_jobs","arguments":{"company":"hotwirecommunications.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3546123},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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