Telecom Customer Support Specialist

Position:
Customer Support Specialist
Location: Cary, NC
Work Setup: Hybrid (On-site Tue Thu | Remote Mon & Fri)

Customer Support Specialist Schedule

• Day Shift: 7:30 AM 3:30 PM (training shift for all new hires)
• Swing Shift: 3:30 PM 12:00 AM
• Midnight Shift: 12:00 AM 8:00 AM
• Shift reassignment may occur post-training based on business needs

Our company delivers mission-critical support services in a fast-paced, always-on environment. We are seeking a skilled Customer Support Specialist to serve as the vital link between our technology and our customers, ensuring timely issue resolution and exceptional service delivery.

Customer Support Specialist Responsibilities

• Act as the primary contact for inbound calls, performing detailed diagnostics and resolving technical issues efficiently
• Initiate outbound communication with internal teams and customers to accelerate issue resolution
• Educate users on systems, tools, and best practices to prevent recurring issues
• Escalate complex problems strategically to management, specialized teams, or third-party vendors
• Provide clear, ongoing updates to customers regarding ticket status and resolution timelines
• Maintain high service standards in a 24/7/365 operations environment

Customer Support Specialist Qualifications

Required:

• 7 10 years of experience in technical support, help desk, or customer service environments
• Strong troubleshooting, communication, and problem-solving skills
• Eligibility to obtain and maintain Public Trust clearance

Preferred:

• Previous experience supporting telecom services
• Experience in high-availability or enterprise service desk environments