Telecom Customer Support Specialist

Crossfire Consulting

Position: Customer Support Specialist
Location: Cary, NC
Work Setup: Hybrid (On-site Tue-Thu | Remote Mon & Fri)

Customer Support Specialist Schedule

Day Shift: 7:30 AM - 3:30 PM (training shift for all new hires)
Swing Shift: 3:30 PM - 12:00 AM
Midnight Shift: 12:00 AM - 8:00 AM
Shift reassignment may occur post-training based on business needs

Our company delivers mission-critical support services in a fast-paced, always-on environment. We are seeking a skilled Customer Support Specialist to serve as the vital link between our technology and our customers, ensuring timely issue resolution and exceptional service delivery.

Customer Support Specialist Responsibilities

Act as the primary contact for inbound calls, performing detailed diagnostics and resolving technical issues efficiently
Initiate outbound communication with internal teams and customers to accelerate issue resolution
Educate users on systems, tools, and best practices to prevent recurring issues
Escalate complex problems strategically to management, specialized teams, or third-party vendors
Provide clear, ongoing updates to customers regarding ticket status and resolution timelines
Maintain high service standards in a 24/7/365 operations environment

Customer Support Specialist Qualifications

Required:

7-10 years of experience in technical support, help desk, or customer service environments
Strong troubleshooting, communication, and problem-solving skills
Eligibility to obtain and maintain Public Trust clearance

Preferred:

Previous experience supporting telecom services
Experience in high-availability or enterprise service desk environments

Apply

Vacancy posted 4 days ago

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