Customer Support Specialist

Customer Support Specialist APR Consulting Inc•4.2 Cary, NC Job Details Contract $44.29 an hour 10 hours ago Benefits Work from home Qualifications Customer communication 7 years Handling customer inquiries Customer support Technical troubleshooting support Senior level Escalation handling Full Job Description Our client is a worldwide telecommunications company that offers voice, data and video services and solutions on its award-winning networks and platforms, delivering on customers' demand for mobility, reliable network connectivity, security and control. We are looking for a Customer Support Specialist to serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.

Location:

Cary, NC 27513•

HYBRID Position:

Customer Support Specialist Pay:

$44.29/hr. on W2

Duration:

12 months or longer

Work Model:

Hybrid (On-site Tuesday, Wednesday, Thursday | Work from Home Monday, Friday)

Clearance:

Must be a US Citizen eligible to obtain and maintain a Public Trust clearance. Schedule & Shift Information The client's operations run 24/7/365. To support this, they operate on three primary shifts.

Please Note:

All new hires will begin on the Day Shift for comprehensive training purposes and may be reassigned to other shifts based on business needs post-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 Role Overview We are seeking an experienced and dedicated Customer Support Specialist to join our fast-paced, 24/7/365 service operations team. In this role, you will serve as the critical bridge between our technology and our customers, utilizing your extensive experience to diagnose technical issues, educate users, and ensure swift, accurate resolutions.

Key Responsibilities Inbound Diagnostics & Troubleshooting:

Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.

Outbound Resolution & Education:

Proactively initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes.

Strategic Escalation:

Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime.

Customer Communication:

Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction.

Qualifications & Requirements Experience:

7 to 10 years of proven experience in technical support, customer service, or a related service desk environment.

Clearance:

Must be a US Citizen eligible to obtain and maintain a Public Trust clearance.

Preferred Background:

Candidates with previous Verizon service experience are highly preferred and will stand out in the application process. This particular client may require all new hires show proof of vaccination. However, accommodations may be made for those with disabilities or religious reasons who cannot obtain a vaccine.

About APR:

Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Don't miss out on this amazing opportunity! If you feel your experience is the match for this position please apply today and join our team. We look forward to working with you! #SLA