Call Center Customer Service Professional - IV

Job Title : Call Center Customer Service Professional


Location : Cary, NC (Hybrid)


About the Role


Join a mission-critical support organization operating in a 24x7x365 environment. As a Customer Support Specialist, you will serve as the frontline expert for technical issue resolution, partnering with customers, internal teams, and external vendors to diagnose problems, coordinate responses, and drive successful outcomes. This role requires strong technical troubleshooting skills, customer focus, and the ability to work effectively in a fast-paced operations environment.


What You'll Do

• Serve as the first point of contact for customer-reported technical issues and service disruptions .
• Perform initial diagnostics, troubleshooting , and issue resolution for complex support cases.
• Coordinate with engineering, operations, management, and third-party support organizations to expedite problem resolution.
• Proactively communicate with customers and stakeholders regarding ticket status, root-cause findings, and resolution timelines.
• Drive issue ownership from intake through closure while maintaining a high standard of customer experience.
• Educate customers on processes, systems, and best practices to improve service adoption and operational efficiency.
• Escalate critical issues appropriately and ensure timely follow-through on action items.
• Maintain accurate documentation of incidents, troubleshooting activities, and customer interactions.

Minimum Qualifications

• 7+ years of experience in technical support , customer service, network operations, service desk , or a related customer-facing technical role.
• Experience troubleshooting technical issues and managing incidents in a high-volume support environment.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.
• Ability to obtain and maintain a Public Trust clearance .

Preferred Qualifications

• Experience working in a Network Operations Center (NOC), Service Operations Center (SOC), or enterprise support environment.
• Proven track record of customer advocacy and issue ownership.
• Experience supporting 24x7 operational environments.

Work Schedule


This team supports continuous operations, 24 hours a day, 7 days a week, 365 days a year.


Training Schedule (All New Hires):

• Day Shift: 7:30 AM - 3:30 PM

Operational Shifts (Post-Training):

• Day Shift: 7:30 AM - 3:30 PM
• Swing Shift: 3:30 PM - 12:00 AM
• Midnight Shift: 12:00 AM - 8:00 AM

Candidates must be flexible and willing to work any assigned shift based on business needs.