Call Center Customer Service Professional IV

Location: Cary, NC (Local Candidates Only)
Work Model: Hybrid (On-site: Tuesday, Wednesday, Thursday | Work from Home: Monday, Friday)
Duration: 12 Months

Position Overview

We are seeking an experienced Call Center Customer Service Professional IV to join a fast-paced, 24/7/365 service operations team. In this role, you will serve as the primary point of contact for customers, providing technical support, troubleshooting issues, and ensuring timely resolution while delivering an exceptional customer experience.

Key Responsibilities

• Serve as the primary point of contact for inbound customer service calls, performing initial diagnostics and troubleshooting technical issues.
• Identify, analyze, and resolve customer concerns efficiently while ensuring accurate documentation of all interactions.
• Initiate outbound communications with customers and internal support teams to expedite issue resolution and task completion.
• Educate customers on system functionality, processes, and best practices to improve the overall support experience.
• Escalate complex issues to management, specialized technical teams, or external support organizations when necessary to ensure timely resolution.
• Provide customers with regular updates regarding ticket status, estimated resolution timelines, and final outcomes.
• Maintain a high level of customer satisfaction through professional communication and exceptional service.
• Follow established operational procedures and meet service level agreements (SLAs) in a 24/7 support environment.

Required Qualifications

• 7–10 years of experience in technical support, customer service, help desk, or a related service desk environment.
• Strong troubleshooting and problem-solving skills with the ability to diagnose technical issues efficiently.
• Excellent verbal and written communication skills with a customer-first approach.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Experience working with ticketing systems and customer support tools.
• Must be eligible to obtain and maintain a Public Trust Clearance.

Preferred Qualifications

• Previous experience supporting large-scale telecommunications, technology, or enterprise service operations.
• Experience working in a high-volume call center or technical support environment.

Work Schedule

This position supports a 24/7/365 operation. All new hires will begin on the Day Shift for training and may be reassigned to another shift based on business needs after 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