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Customer Support Representative II

Aerwave · Remote (Dallas, Texas, US), Dallas, TX, United States · Remote · Active · Rippling ATS

Job facts

FieldValue
CompanyAerwave
TitleCustomer Support Representative II
Normalized title-
Department / teamCustomer Support
LocationDallas, TX, United States
Work modelRemote / Remote
Employment typeFull Time
Salary-
Statusactive
ATS providerRippling ATS
Posted / first seen2025-10-14 / 2026-05-29
Changed / last seen2026-06-06 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Aerwave.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through Rippling ATS.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Dallas.Open
Department jobsActive postings in Customer Support.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyAerwave
Sourcede491a36-d57e-4894-a71e-e3d885d7192c
ATS providerRippling ATS

Description

company 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. role 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.

Full job record

Job IDb16b01fcae29de02c1a17f383fc413e09cfa8f6b
Org ID67bf943a-3004-4c20-ba19-2062a4395893
Source IDde491a36-d57e-4894-a71e-e3d885d7192c
Board IDde491a36-d57e-4894-a71e-e3d885d7192c
Providerrippling
Provider Job Keyc745dbe4-812f-4bb0-b964-2dbe289b3e50
TitleCustomer Support Representative II
Normalized Title—
Statusactive
Activeyes
Location TextRemote (Dallas, Texas, US), Dallas, TX, United States
DepartmentCustomer Support
Team—
Employment Typefull_time
Workplace Typeremote
Remote Policyremote
CountryUnited States
RegionTX
CityDallas
Salary Raw—
Salary Min—
Salary Max—
Salary Currency—
Salary Period—
Source URLhttps://ats.rippling.com/aerwavecareers/jobs/c745dbe4-812f-4bb0-b964-2dbe289b3e50
Apply URLhttps://ats.rippling.com/aerwavecareers/jobs/c745dbe4-812f-4bb0-b964-2dbe289b3e50
First Seen At2026-05-29 07:12:34Z
Last Seen At2026-06-06 08:45:52Z
Last Checked At2026-06-06 08:45:52Z
Last Changed At2026-06-06 08:45:52Z
Inactive At—
Source Posted At2025-10-14 20:52:15Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=rippling/board=aerwavecareers/date=2026-06-06/2026-06-06T08-45-51-812Z-0b4f976d520a220336cb04a0aa7897c2dc0519fecf425b12c68b8232ded0ee9f.json
Event Fields
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  "active_status": "active"
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Parsed Structured
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Extensions
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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><span style=\"white-space:pre-wrap;\">The</span><b><strong style=\"white-space:pre-wrap;\"> Customer Support Representative II</strong></b><span style=\"white-space:pre-wrap;\"> (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.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><u><b><strong style=\"text-decoration:underline;white-space:pre-wrap;\">RESPONSIBILITIES/ESSENTIAL FUNCTIONS:</strong></b></u></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><ol data-pattern=\"deciLoAlphaLoRom\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:decimal;\"><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Serves as the first point of contact for customers seeking technical assistance via phone, email, and computer chat.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Answer inbound customer inquiries via phone, email, chat, or other communication channels in a professional and timely manner.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">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.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Performs remote troubleshooting through diagnostic techniques and pertinent questions.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining LAN performance.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Determining the best solution based on the issue and details provided by customers.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Direct unresolved issues to the next level of support personnel.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Provide accurate information on products or services.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Provide timely follow-ups and updates customer status and information.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Works cohesively with the team to relay information to appropriate levels of management.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Improves client references by recording events, root cause and resolutions, and maintaining documentation.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Responsible for de-escalating irate customers.&nbsp;&nbsp;</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Achieve and maintain expected benchmarks communicated by management monthly.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">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.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Update messaging and Website for any service events or affected areas during outages.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Maintain communication with management regarding development within areas of assigned responsibilities.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Assist the NOC teams with onsite in unit scheduling.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Participate in mandatory meetings and training.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Maintain a positive, empathetic, and professional attitude towards all internal and external customers.</span></li></ol><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><u><b><strong style=\"text-decoration:underline;white-space:pre-wrap;\">REQUIRED QUALIFICATIONS</strong></b></u><b><strong style=\"white-space:pre-wrap;\">:</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><u><b><strong style=\"text-decoration:underline;white-space:pre-wrap;\">Education/Experience:</strong></b></u></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">High School Diploma or GED.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">4+ years of experience in a service/tech support role.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Has a successful track record of problem solving in customer service/support role.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Ability to work in a collaborative environment and adapt to changing circumstances.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Experience with ticketing systems, Intercom and Aircall is a plus.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Ability to work a flexible schedule that includes weekends, evenings, holidays.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Is organized with strong follow-through.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Must have high speed internet, quiet workspace free from distractions, and a backup plan for power and internet outages.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">This role requires you to be at your desk, ready and available to take calls during scheduled hours.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Can easily navigate computers and CRM systems.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Excellent communication and team leadership skills.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Understand critical milestones that drive operational excellence.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Flexibility working a variety of shifts with minimal notice.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Basic technical knowledge.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Proficiency in the use of a computer, and software applications including Microsoft Office.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><u><b><strong style=\"text-decoration:underline;white-space:pre-wrap;\">Knowledge, Skills, and Abilities:</strong></b></u></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Highly organized and attentive to detail, with the ability to work on multiple tasks/projects simultaneously (multi-task).</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Effective interpersonal skills with the ability to work with personnel at all levels, both within and outside the company.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Ability to work independently with minimal supervision on a highly productive team.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Ability to manage budgets, timelines, and resources effectively.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Easily takes initiative and works independently.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Maturity, professionalism, and good work ethic.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><u><b><strong style=\"text-decoration:underline;white-space:pre-wrap;\">Preferred Qualifications:</strong></b></u></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Bilingual in English and Spanish.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Bachelor’s Degree.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;\"><u><b><strong style=\"text-decoration:underline;white-space:pre-wrap;\">Benefits:</strong></b></u></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">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.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Clear line of sight for career advancement and significant accomplishments.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Base salary that is externally competitive and bonuses and ad-hoc recognition awards, that are based on efforts and tied to performance.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">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.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Additionally, you receive 15 paid Company holidays.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">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.</span></li><li style=\"margin:3px 0px;font-size:11pt;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">401(k) matching 100% up to 4% of base salary.</span></li></ul>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14.01pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">Aerwave delivers next-generation Managed Wi-Fi for multifamily communities—seamless, gigabit-speed internet that’s always on, everywhere on your property.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14.01pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:14.01pt;font-weight:400;margin:4px 0px;line-height:1.6;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">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.</span></p>"
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