Telecom Support Specialist

Customer Support Specialist
Location: Cary, NC Local Candidates Only
Work Setup: Hybrid On-site Tuesday, Wednesday, and Thursday; work from home Monday and Friday
Customer Support Specialist Schedule
All new hires will begin on the Day Shift for comprehensive training and may be reassigned to another shift after training based on business needs.

• Day Shift: 7:30 AM 3:30 PM

• Swing Shift: 3:30 PM 12:00 AM

• Midnight Shift: 12:00 AM 8:00 AM

We look forward to reviewing your application!

We are seeking an experienced and dedicated Customer Support Specialist to join a fast-paced, 24/7/365 service operations team. The Customer Support Specialist will serve as a critical bridge between technology and customers by diagnosing technical issues, educating users, and delivering swift, accurate resolutions.
Customer Support Specialist Responsibilities

• Serve as the primary point of contact for inbound customer service calls.

• Conduct thorough initial diagnostics and take necessary action to resolve technical problems.

• Initiate outbound communication with internal teams and external customers to expedite tasks and resolve complex issues.

• Educate users on established systems and processes.

• Escalate issues to management, specialized support teams, or external repair organizations when necessary.

• Maintain clear, continuous customer communication regarding ticket status, expected resolution times, and final outcomes.

• Help minimize downtime while maintaining a high level of customer satisfaction.

Customer Support Specialist Qualifications
Critical Requirements

• 7 10 years of proven experience in technical support, customer service, or a related service desk environment.

• Must be a U.S. citizen eligible to obtain and maintain a Public Trust clearance.

• Ability to support 24/7/365 service operations and work assigned shifts based on business needs.

Preferred Qualification

• Previous telecommunications service experience is highly preferred.