Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers. Serves as the first level of Trouble support for all services. Serves as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc. Review scheduled trouble tickets for possible remote resolution. Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s). Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded. Phone, chat and email contact with customers to make recommendations on services and resolve issues. Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements. Serve as primary support liaison between Hotwire Communications and our residential customers. Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers. Other duties as assigned.