Call Center Customer Service Professional - IV

Indotronix International Corporation•Cary, NC

5d•Hybrid

About The Position

Join a dynamic, 24/7/365 service operations team as a Call Center Customer Service Professional – IV. In this high-impact position, you will leverage your extensive technical support background to provide exceptional service, resolve complex problems, and ensure operational excellence for our customers. This hybrid role offers you a balanced work environment with opportunities for ongoing learning and advancement.

Requirements

7–10 years of hands-on experience in technical support, customer service, or service desk environments
Strong diagnostic and troubleshooting abilities
Outstanding communication and customer engagement skills
US Citizen with eligibility for Public Trust clearance
Ability to thrive in a fast-paced, multi-shift operation

Nice To Haves

Prior Verizon service experience (highly valued)

Responsibilities

Serve as the critical point of contact for inbound customer service calls, performing in-depth diagnostics and troubleshooting to resolve technical issues rapidly.
Execute proactive outbound communications to internal teams and external customers to accelerate task completion, resolve escalations, and deliver clear user education on established processes.
Strategically escalate issues to management, specialized support teams, or external repair organizations to minimize downtime and expedite resolutions.
Keep customers informed with consistent, clear updates on ticket status, expected resolution times, and final outcomes, building strong relationships and ensuring high satisfaction.
Adapt to a rotating 24/7/365 shift schedule, starting with comprehensive day shift training and opportunities to move across shifts based on business needs.