Service Desk; L2​/L3 – Call Center

Job Title:
Call Center Customer Service Professional - IV

Location: 7000 Weston Parkway Cary North Carolina 27513

Duration: 12 Months

Type:
Hybrid

Pay Rate: $42.76/Hr. on W2

Work Model:
Hybrid (On-site Tuesday, Wednesday, Thursday | Work from Home Monday, Friday)

Day Shift: 7:30 AM – 3:30 PM

Swing Shift: 3:30 PM – 12:00 AM

Midnight Shift: 12:00 AM – 8:00 AM

Additional Notes:

Experience in a NOC/service desk environment

Read logs/alerts and triage vs elevate intelligently

We are seeking an experienced and dedicated Customer Support Specialist to join our fast-paced, 24/7/365 service operations team. In this role, you will serve as the critical bridge between our technology and our customers, utilizing your extensive experience to diagnose technical issues, educate users, and ensure swift, accurate resolutions.

• Inbound Diagnostics & Troubleshooting:
  Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.
• Outbound Resolution &
  
  Education:
  
  Proactively initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes.
• Strategic Escalation:
  Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime.
• Customer Communication:
  Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction.

Experience:

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

Our operations run 24/7/365. To support this, we operate on three primary shifts.

Please Note:

All new hires will begin on the Day Shift for comprehensive training purposes and may be reassigned to other shifts based on business needs post-training.