Customer Support Specialist

SummitOne is a startup telecommunications firm specializing in internet aggregation and managed services. We simplify complex infrastructure for businesses by consolidating multiple internet service providers, transport technologies, and geographic footprints into a single, managed solution with one point of contact and one consolidated bill. Role Overview We are looking for a sharp, detail-oriented Customer Support Specialist to manage and execute day-to-day client requests. In this role, you will be the backbone of our digital customer service operations. Ours is a digital-first environment—most customer inquiries, service updates, and account requests come directly through our online ticketing portal. Your primary responsibility will be managing this incoming queue, troubleshooting account issues, and executing service modifications. While the day-to-day workflow is driven by digital tickets, you will also jump into live phone conversations to resolve complex issues, provide high-touch updates, and ensure our clients receive a premium, personal experience. Key Responsibilities Ticket Queue Management: Own the digital support queue, ensuring all incoming customer tickets are triaged, prioritized, and responded to within our service level agreements (SLAs). Telecom Service Modifications (MACDs): Coordinate and process daily Moves, Adds, Changes, and Deletions (MACDs) for active customer business communications and network profiles. Billing & Account Inquiries: Review, investigate, and resolve customer inquiries regarding billing, inventory tracking, and service plans. High-Touch Communication: Maintain professional, clear, and concise communications via email and chat. When a ticket requires a deeper personal touch or immediate clarity, pick up the phone to guide the client to a resolution. Cross-Functional Liaison: Act as a bridge between the customer and our engineering or technical implementation teams, translating customer requests into clear internal execution steps. Documentation: Maintain meticulously accurate documentation within our CRM/ticketing platform regarding customer interactions, account configurations, and resolution paths. Qualifications & Experience Experience: 2–4 years in a customer service, ticketing-based helpdesk, or account support role specifically within the telecommunications or managed services (MSP) industry. Industry Knowledge: A solid foundational understanding of telecom environments, including basic networking terms, service provisioning, or carrier lifecycle processes. Digital Proficiency: Experienced and highly comfortable navigating modern ticketing databases, customer portals, and CRMs. Communication Style: Excellent written communication is paramount (since the majority of client interactions are digital), paired with a confident, articulate phone presence. Grit & Organization: Ability to prioritize a fast-moving ticket queue without letting details drop through the cracks. What Makes Someone a Great Fit? You understand the telecom landscape and speak the language, but your true passion is delivering an elite customer experience. You enjoy the structured focus of knocking out a digital queue but can easily transition into a live client conversation when a high-touch touchpoint is needed. You are proactive, exceptionally organized, and thrive in a fast-paced environment where execution matters. #J-18808-Ljbffr SummitOne, LLC