Best Practices, Communication Skills, Customer Support/Service, Help Desk, High Availability, Identify Issues, Problem Solving Skills, Service Delivery, Technical Support, Time Management
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
C
Crossfire Consulting Corporation