Customer Service Admin

Position Overview

Location: Hybrid – Houston, TX

The Customer Support Representative serves as the first point of contact for customers experiencing issues with telecommunications products and services, including voice, data, and transport solutions. This role focuses on delivering high-quality customer care, performing initial troubleshooting, and escalating complex technical issues when necessary. This is a hybrid position based in Houston, TX, requiring candidates to be within reasonable commuting distance and comfortable working both remotely and onsite for collaboration and training. Employment Type:

Key Responsibilities

• Customer Interaction: Serve as the first point of contact via phone, email, and chat for customer inquiries and technical issues.
• Technical Troubleshooting: Assist with basic technical support related to internet connectivity, phone service disruptions, or similar issues using available diagnostic tools and knowledge resources.
• Account Support: Respond to questions regarding billing, service details, and account information.
• Documentation: Accurately record all customer interactions, troubleshooting steps, and outcomes within CRM or ticketing systems.
• Escalation Management: Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams while keeping customers informed.
• Customer Care: Maintain a professional, patient, and empathetic approach, especially during escalated or difficult conversations.
• Scheduling: Arrange service appointments for repairs or installations that cannot be resolved remotely.

Required Qualifications

• Customer Service Excellence: Strong verbal and written communication skills; patient, empathetic, and attentive.
• Technical Aptitude: Basic understanding of telecommunications systems and networking fundamentals (routers, switches, VoIP, etc.).
• Problem-Solving: Solid analytical and troubleshooting abilities.
• System Proficiency: Experience with CRM platforms, ticketing systems, and basic diagnostic tools.
• Adaptability: Ability to multitask, prioritize, and remain effective in a fast-paced, high-volume support environment.
• Schedule Flexibility: Ability to work evenings or weekends as needed.
• Education: High school diploma or equivalent required

Preferred Qualifications

• Associate degree or relevant certifications (e.g., CompTIA A+, ITIL Foundation)