Call Center Agent

Job Description

Job Description

Join Our Growing Team at NHC - A Telecommunications Innovator!

Are you ready to be a vital part of a dynamic team in the telecommunications industry? NHC, a leading provider of innovative solutions to customers, is expanding its team and is seeking a dedicated Call Center Agent to join us on our exciting journey.

About Us: NHC is at the forefront of telecommunications, delivering cutting-edge technology solutions to our nationwide customer base. Headquartered in Concord, MA, with an additional office in Fairport, NY, we are on a steady growth trajectory thanks to our strategic partnerships with top technology service distributors and advisors.

Position Overview: As a Call Center Agent, you will serve as a frontline point of contact for NHC’s business customers, partners, carriers, and internal teams. You will manage a high volume of inbound calls and emails, ask effective questions to understand each request, perform basic account and ticket validation, create accurate and complete support tickets, and route requests to the appropriate operational team.

This position requires strong customer service judgment, attention to detail, comfort learning telecommunications concepts, and the ability to move efficiently between calls, emails, account research, and multiple ticketing systems. The ideal candidate can remain calm during urgent or unclear situations, communicate confidently, and balance helping the customer with keeping inbound queues moving.

Key Responsibilities:

• Handle a high volume of inbound company calls and customer emails professionally, courteously, and efficiently.
• Ask appropriate probing questions to identify the customer’s need, urgency, affected service, account, location, and relevant contact information.
• Perform basic account research, confirm existing ticket activity, and check for duplicate requests before creating a new ticket.
• Create complete, accurate, and properly classified tickets in NHC’s ticketing systems.
• Monitor and manage assigned shared email inboxes, working requests in queue order while recognizing situations that require immediate attention.
• Use available job aids, process documentation, and team resources to research unfamiliar situations and determine the correct next step.
• Communicate effectively through phone, email, Microsoft Teams, and ticket comments to confirm handoffs and prevent requests from being missed.
• Adapt to evolving workflows, ticketing systems, service offerings, queue assignments, and automation tools.

Qualification Requirements:

• 1–2 years of experience in a call center, customer support, help desk, service desk, dispatch, or other high-volume customer-facing environment.
• Experience supporting business customers in telecommunications, technology, utilities, managed services, or a related technical environment is preferred.
• Prior experience with ticketing systems.
• Strong professional phone presence with the ability to remain calm, courteous, and focused during urgent, frustrated, or unclear customer situations.
• Excellent written communication skills, including the ability to summarize customer requests accurately and concisely.
• Strong listening and questioning skills, with the ability to gather complete information without unnecessarily extending the interaction.
• Demonstrated ability to prioritize calls, emails, tickets, and escalations in a queue-based environment.
• Ability to learn new systems, telecommunications terminology, products, and cross-department workflows.
• Comfortable working across multiple systems and communication channels simultaneously.
• Coachable, curious, and receptive to ongoing feedback in an evolving environment.
• Ability to work both independently and collaboratively within a geographically distributed team.
• Flexibility to work assigned shifts, which may include later hours, or certain holidays based on coverage requirements.

Salary & Benefits:

The expected salary range for this role is $50,000 – $60,000 per year. This range represents our good faith estimate at the time of posting. Final salary offers are determined by a candidate's specific experience, skills, and qualifications. We also offer a generous benefit package that includes Health, Life, Dental, and 401K with company match.

Why NHC?
We are a family oriented high growth organization that is growing rapidly!