Aerwave

Managed building-wide Wi-Fi for multifamily

Customer Support Representative 2

Customer SupportConfirmed live in the last 24 hours

Full-timeDallas, TX, USANo salary listed

About the Job

Requirements

A high school diploma or GED is required.
At least 4 years of experience in a service or technical support role is required.
A successful track record of problem-solving in a customer service or support role is required.
Ability to work collaboratively and adapt to changing circumstances is required.
Ability to work a flexible schedule that includes weekends, evenings, and holidays is required.
Strong organization and follow-through are required.
Must have high-speed internet, a quiet workspace free from distractions, and a backup plan for power and internet outages.
Must be at the desk, ready and available to take calls during scheduled hours.
Ability to navigate computers and customer relationship management systems is required.
Excellent communication and team leadership skills are required.
Must understand critical milestones that drive operational excellence.
Ability to work a variety of shifts with minimal notice is required.
Basic technical knowledge is required.
Proficiency with computers and software applications, including Microsoft Office, is required.
Ability to work on multiple tasks and projects simultaneously with attention to detail is required.
Effective interpersonal skills and ability to work with personnel at all levels inside and outside the company are required.
Ability to work independently with minimal supervision on a productive team is required.
Ability to manage budgets, timelines, and resources effectively is required.
Ability to take initiative and work independently is required.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance by phone, email, and computer chat.
Answer inbound customer inquiries through phone, email, chat, or other communication channels professionally and promptly.
Troubleshoot internet connection issues, service outages, slow speeds, and hardware configurations; provide solutions or escalate issues to the technical support team.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Provide technical support by researching and answering questions, troubleshooting problems, and maintaining local area network performance.
Determine 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 about products or services.
Provide timely follow-ups and update customer status and information.
Work cohesively with the team to relay information to appropriate levels of management.
Record events, root causes, and resolutions, and maintain documentation to improve client references.
De-escalate irate customers.
Achieve and maintain monthly benchmarks communicated by management.
Prepare required reports and enter project information in proprietary software to track project progress and completion by line of business, department, and communication channel.
Update messaging and the website about service events or affected areas during outages.
Maintain communication with management about developments within assigned responsibilities.
Assist Network Operations Center teams with onsite, in-unit scheduling.
Participate in mandatory meetings and training.
Maintain a positive, empathetic, and professional attitude toward internal and external customers.

Desired Qualifications

Experience with ticketing systems, Intercom, and Aircall is a plus.
A bachelor's degree is preferred.

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).
Effective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.
Ability to work independently with minimal supervision on a highly productive team.
Ability to manage budgets, timelines, and resources effectively.
Easily takes initiative and works independently.
Maturity, professionalism, and good work ethic.

Preferred Qualifications:

Bilingual in English and Spanish.
Bachelor’s Degree.

Benefits:

Join a dynamic, fast-growing company where you will have the opportunity to make an immediate, high-level impact to Aerwave’s growth and success.
Clear line of sight for career advancement and significant accomplishments.
Base salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance.
We 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.
Additionally, you receive 15 paid Company holidays.
High-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.
401(k) matching 100% up to 4% of base salary.

About the Company

Aerwave

Managed building-wide Wi-Fi for multifamily

Aerwave provides managed Wi-Fi as a service for multifamily properties, installing a building-wide fiber backbone and a proprietary mesh network to deliver instant-on, gigabit internet throughout a property without relying on tenant routers. The system creates a private, secure resident network with VLAN-based privacy and per-user encryption, so Wi‑Fi works across apartments and common areas with no drop in signal. Property owners can retrofit existing buildings, integrate into new developments, or take over existing Wi‑Fi infrastructure, and they can use AerPays for a no-capital, flat-monthly model. Aerwave differentiates itself by offering a revenue-retaining, turnkey platform that serves as the Digital Foundation for a building’s technology stack, enabling smart devices and property-wide connectivity, with a goal to expand to more communities and markets.

Company size: Not listed
Company stage: Series B
Total funding: $40M
Headquarters: Plano, TX
Founded: 2016

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