GWI Careers

 

GWI is hiring for a Customer Service Representative to join their growing team in Biddeford, ME (but currently working remotely).  Since 1994 GWI has been pushing to grow high speed internet access across the state of Maine.  They believe that with reliable internet service, anything is possible.  As a Maine-based company serving Maine customers, GWI works hard every day to deliver the best products and experiences to their neighbors, families, and friends.
The Customer Service Representative is responsible for taking direct input from GWI’s customers and initiating the case resolution process, providing basic technical support via education, communication, and troubleshooting for phone and Internet customers.

POSITION RESPONSIBILITIES:

    • Receiving inbound customer communication via voice, email, and chat.
    • Act as the customer’s advocate for all GWI and partner products, holding a responsibility to push issues to resolution and escalate to management to ensure that timely, quality solutions are implemented to maintain the highest level of customer satisfaction.
    • Researching and resolving basic residential and business customer support, billing, and sales cases as assigned.
    • Communicate all customer complaints or service concerns to management.
    • Act as an escalation central point of contact to assist with the collection and dissemination of information to provide insight for resolving escalations to maintain the highest level of customer satisfaction.
    • Support customers via diagnostic troubleshooting, problem identification, and resolution for phone and Internet delivered via copper or fiber.
    • Accurately track all incoming and outgoing calls utilizing GWI case/ticketing systems, reporting details of the customer and their problems, corrective actions taken, and current status.
    • Create and maintain service cases to accurately track and resolve ongoing customer issues.
    • Maintain company-wide communication using internal communication tools and fostering interdepartmental communication.

JOB QUALIFICATIONS:

    • 2-4 years of customer service or retail experience, directly dealing with customers.
    • Some technical education in computers, information systems, data communications, or a related field of technology is preferred.
    • Experience in a progressive information systems or telecommunications environment or equivalent also welcomed, but not required.
    • Able to read, analyze, and interpret common scientific and technical journals.
    • The ability to write clear and concise email, documentation, and instructions for both a technical and non-technical audience.
    • Ability to maintain a calm and calming demeanor while handling difficult customer service issues.

TO APPLY, PLEASE CLICK THIS LINK.

 

NO PHONE CALLS OR RECRUITERS PLEASE
GWI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
GWI is hiring for a Senior Software Engineer to join their growing team in Biddeford, ME (but currently working remotely). We are a company that builds the 21st-century infrastructure which communities depend on to conduct their lives and grow their economy. Our networks are infused with our DNA of network reliability, neutrality, privacy, reliability, and security. These networks are vital for everyone; digital inclusion is a fundamental goal. Every day we measure our performance not just on profit but on the positive impact our network has on the communities we passionately serve.  The Senior Software Engineer will be responsible for:
1. The design, development, administration, and support of in-house applications and new  projects serving GWI’s operations, internal users, and business or residential customers.
2. Defining Best Current Practices (BCP) and other corporate-wide standards.
A successful candidate is self-driven, creative, passionate about developing software, and possesses strong knowledge of software architecture and design.

Position Responsibilities:

    • Design, implementation, training, documentation, and support of GWI’s application software environment
    • Develop solutions with minimal guidance, participating and conducting in design code and testing strategy
    • Support and manage applications including augmentation and optimization of existing schema and production of new procedures and functions to support new features
    • Provide training, support and end-user documentation for operations and projects
    • Define Best Current Practices for software development and lead the process of their implementation Support for in-house applications and new projects for all aspects of GWI operations

Job Qualifications:

    • Bachelor’s Degree, Associate degree in Computer Science or equivalent
    • 5+ years of professional software development experience
    • Creative and analytical thinker with attention to details and strong problem-solving skills
    • Excellent written and oral communication skills
    • Deep understanding of software development and software engineering
    • Ability to handle multiple projects simultaneously
    • Ability to work within a team environment
    • Demonstrated success in process improvement and adoption using Salesforce or similar platform
    • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
    • Ability to assess the impact of new requirements on all upstream and downstream applications, systems, and processes
    • Ability to provide team leadership in a non-managerial capacity. Mentorship, training, and department guidance is very important in this role.
NO PHONE CALLS OR RECRUITERS PLEASE.
TO APPLY FOR THIS JOB, CLICK HERE
GWI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.