Customer Support Representative

We are seeking a Customer Support Representative to serve as the first point of contact for customers experiencing issues with telecommunications services, including voice, data, internet, and transport services . In this role, you will provide first-level technical support, troubleshoot customer issues, answer account-related inquiries, document cases, and escalated complex technical problems to higher-level support teams. This position follows a hybrid work model , requiring candidates to live within commuting distance of Houston, TX for on-site collaboration and training. Key Responsibilities Customer Support Serve as the primary point of contact via phone, email, and chat. Deliver exceptional customer service while maintaining a professional and empathetic approach. Handle customer inquiries regarding products, services, billing, and account information. Technical Troubleshooting Troubleshoot basic telecommunications issues, including: Internet connectivity Voice services Data services Guide customers through diagnostic procedures using internal knowledge bases and support tools. Case Management Document customer interactions, troubleshooting steps, and resolutions within CRM or ticketing systems. Maintain accurate records of all customer communications. Escalate complex issues to Tier 2 or Tier 3 Technical Support. Keep customers informed throughout the resolution process. Schedule technician visits for repairs or installations when remote resolution is not possible. Customer Experience De-escalate difficult customer situations with professionalism and empathy. Ensure customer satisfaction while meeting service-level expectations. Required Skills Customer Service Excellent verbal and written communication skills. Patient, empathetic, and an active listener. Technical Knowledge Basic understanding of telecommunications technologies. Familiarity with: Routers Switches VoIP technologies Internet services Troubleshooting Strong analytical and problem-solving skills. Ability to diagnose technical issues and guide customers toward resolution. Systems & Tools Experience with: CRM systems Ticketing platforms Customer support tools Diagnostic software Work Style Ability to multitask in a fast-paced, high-volume environment. Strong organizational and time-management skills. Willingness to work flexible schedules, including evenings and weekends when required. Preferred Qualifications Associate degree (preferred but not required) Relevant certifications such as: CompTIA A+ ITIL Foundation Education High School Diploma or equivalent required. Associate degree is a plus. Physical Requirements Ability to work for extended periods at a computer. Frequent typing, reading, speaking, and listening. Ability to move throughout the office as needed. Reasonable accommodations will be provided where applicable. #J-18808-Ljbffr NextGen | GTA: A Kelly Telecom Company