{"schemaVersion":"jobsearcher.job.v1","id":"ac53941dfe09787f421560e5","url":"https://jobsearcher.com/jobs/ac53941dfe09787f421560e5","canonicalUrl":"https://jobsearcher.com/jobs/ac53941dfe09787f421560e5","title":"Customer Support Representative","description":"Job Description\n\nJob title- Customer Support RepresentativeLocation- Austin, TX 78758Duration- 10 Months possible contract extension or hireShifts: Mon-Fri 9:00 am-6:00 pmJob SummaryService Desk Coordinator: Perform day-to-day work activities coordinating the delivery of Move/Add/Change (MAC) Services and/or Break-fix cases - the ad hoc rearrangement, addition or deletion of product and service components or features such as software, hardware, carrier provisioning or other network components.Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements. Coordinate with various functional groups to complete assigned MAC/Break-fix cases to the customers’ satisfaction and within specified SLAs.Ensure services are delivered to clients in a high quality and professional manner consistent with company initiatives and client expectations.This role is an integral part of the service delivery team and is sometimes required to collaborate across various internal and external groups.Primary Roles & Responsibilities:Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements.Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution. Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.Coordinate & verify the assignment of labor and materials required, according to established guidelines. Initiate, prepare and send required documentation as needed.Analyze MAC/INC case data to identify and implement lessons learned, efficiencies and enhanced client service.Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal / external SLAs.Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.Achieve performance targets established by leadership for applicable Key Performance Indicators.If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.Experience RequirementsMinimum 2 years of related technical industry experience, including customer service, dispatching in a call center environment, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field. - Strongly PreferredWorked in ticket system (preferably ServiceNow) handling 75+ tickets per dayTyping speed 50+ WPMStrong Attn to detailEnjoys repetitive workShows professionalism in their communication, attitude, and appearance. - Professional communication skills (both oral and written)Shows consistency in job history (no job hopping)Adaptable to changeLearns new processes and system quickly","company":"Opusing","rawCompany":"opusing","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-04-12T16:36:23.536Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Representative","description":"Job Description\n\nJob title- Customer Support RepresentativeLocation- Austin, TX 78758Duration- 10 Months possible contract extension or hireShifts: Mon-Fri 9:00 am-6:00 pmJob SummaryService Desk Coordinator: Perform day-to-day work activities coordinating the delivery of Move/Add/Change (MAC) Services and/or Break-fix cases - the ad hoc rearrangement, addition or deletion of product and service components or features such as software, hardware, carrier provisioning or other network components.Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements. Coordinate with various functional groups to complete assigned MAC/Break-fix cases to the customers’ satisfaction and within specified SLAs.Ensure services are delivered to clients in a high quality and professional manner consistent with company initiatives and client expectations.This role is an integral part of the service delivery team and is sometimes required to collaborate across various internal and external groups.Primary Roles & Responsibilities:Responsible for dispatching and closing all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements.Responsible for receiving and managing 1st level inquiries and escalations, not requiring technical support or triage, from initial request throughout the case life-cycle to resolution. Including facilitating the successful completion of the change of equipment or technology and updating customers and other stakeholders regularly on ongoing open MAC request/break-fix cases.Coordinate & verify the assignment of labor and materials required, according to established guidelines. Initiate, prepare and send required documentation as needed.Analyze MAC/INC case data to identify and implement lessons learned, efficiencies and enhanced client service.Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal / external SLAs.Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization.Achieve performance targets established by leadership for applicable Key Performance Indicators.If supporting a 24/7/365 customer, able to smoothly transfer information, outstanding issues and tasks at the end of each shift and have flexibility to cover other shifts as needed in a 24/7/365 Service Desk environment.Experience RequirementsMinimum 2 years of related technical industry experience, including customer service, dispatching in a call center environment, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field. - Strongly PreferredWorked in ticket system (preferably ServiceNow) handling 75+ tickets per dayTyping speed 50+ WPMStrong Attn to detailEnjoys repetitive workShows professionalism in their communication, attitude, and appearance. - Professional communication skills (both oral and written)Shows consistency in job history (no job hopping)Adaptable to changeLearns new processes and system quickly","datePosted":"2026-04-12T16:36:23.536Z","dateModified":"2026-04-12T16:36:23.536Z","hiringOrganization":{"@type":"Organization","name":"Opusing","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ac53941dfe09787f421560e5"},"url":"https://jobsearcher.com/jobs/ac53941dfe09787f421560e5"}}