Telecom Customer Support Specialist

Position: Customer Support SpecialistLocation: Cary, NCWork Setup: Hybrid (On-site Tue Thu | Remote Mon & Fri)Customer Support Specialist ScheduleDay Shift: 7:30 AM 3:30 PM (training shift for all new hires)Swing Shift: 3:30 PM 12:00 AMMidnight Shift: 12:00 AM 8:00 AMShift reassignment may occur post-training based on business needsOur 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 ResponsibilitiesAct as the primary contact for inbound calls, performing detailed diagnostics and resolving technical issues efficientlyInitiate outbound communication with internal teams and customers to accelerate issue resolutionEducate users on systems, tools, and best practices to prevent recurring issuesEscalate complex problems strategically to management, specialized teams, or third-party vendorsProvide clear, ongoing updates to customers regarding ticket status and resolution timelinesMaintain high service standards in a 24/7/365 operations environmentCustomer Support Specialist QualificationsRequired:7 10 years of experience in technical support, help desk, or customer service environmentsStrong troubleshooting, communication, and problem-solving skillsEligibility to obtain and maintain Public Trust clearancePreferred:Previous experience supporting telecom servicesExperience in high-availability or enterprise service desk environments