Customer Service Admin

Job Description Customer Support Representative

Location: Hybrid – Houston, TX
Employment Type: Full-Time / Exempt
Department: Customer Support
Reports To: Manager, Customer Support

The Customer Support Representative serves as the first point of contact for customers experiencing issues with telecommunications products and services, including voice, data, and transport solutions. This role focuses on delivering high-quality customer care, performing initial troubleshooting, and escalating complex technical issues when necessary.

This is a hybrid position based in Houston, TX
, requiring candidates to be within reasonable commuting distance and comfortable working both remotely and onsite for collaboration and training.

• Understand and adhere to company policies, values, and service standards
• Deliver timely, accurate, high-quality results
• Build knowledge of telecommunications products and support best practices
• Support broader team and organizational goals through effective execution of responsibilities
• Communicate clearly, ask clarifying questions, and collaborate effectively across teams
• Recognize when to escape risks or issues
• Maintain awareness of how your role impacts the customer experience and overall service delivery

• Customer Interaction: Serve as the first point of contact via phone, email, and chat for customer inquiries and technical issues
• Technical Troubleshooting: Assist with basic technical support related to internet connectivity, phone service disruptions, or similar issues using available diagnostic tools and knowledge resources
• Account Support: Respond to questions regarding billing, service details, and account information
• Documentation: Accurately record all customer interactions, troubleshooting steps, and outcomes within CRM or ticketing systems
• Escalation Management: Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams while keeping customers informed
• Customer Care: Maintain a professional, patient, and empathetic approach, especially during escalated or difficult conversations
• Scheduling: Arrange service appointments for repairs or installations that cannot be resolved remotely

• Customer Service Excellence: Strong verbal and written communication skills; patient, empathetic, and attentive
• Technical Aptitude: Basic understanding of telecommunications systems and networking fundamentals (routers, switches, VoIP, etc.)
• Problem-Solving: Solid analytical and troubleshooting abilities
• System Proficiency: Experience with CRM platforms, ticketing systems, and basic diagnostic tools
• Adaptability: Ability to multitask, prioritize, and remain effective in a fast-paced, high-volume support environment
• Schedule Flexibility: Ability to work evenings or weekends as needed

• High school diploma or equivalent required
• Preferred:
  Associate degree or relevant certifications (e.g., CompTIA A+, ITIL Foundation)

• Ability to perform job duties while typing, reading, talking, and listening for extended periods
• Ability to work at a desk for long durations
• Ability to move throughout office spaces as needed
• Reasonable accommodations will be provided to support successful performance of job duties