Customer Service Support

The Mega Force Staffing Group • Kinston, NC

1d

About The Position

We are seeking a hard-working and reliable Service Support Specialist to join our growing operation. In this role, you will work in our Service Department, supports the Service Department as a primary contact for customers and internal teams, handling calls, remote troubleshooting, and backup scheduling/dispatch. The ideal candidate is professional, detail-oriented, calm under pressure, and committed to delivering exceptional service . We prefer candidates who have some experience, but we are willing to train.

Requirements

• High school diploma or equivalent
• 1–3 years of customer service experience (technical or service-industry experience preferred)
• Strong phone presence and professional communication skills
• Ability to remain calm, organized, and solution-focused in high-volume or high-pressure situations
• Proficient with computers, including CRM or service management software, email, and Google Workspace

Nice To Haves

• Familiarity with scheduling, dispatching, or service coordination
• Basic technical aptitude and comfort troubleshooting over the phone

Responsibilities

• Answer incoming service-related phone calls in a professional, courteous, and timely manner
• Assist customers with basic troubleshooting and remote support for our Core 4 (Access Control, Cameras, Burg and Fire Systems)
• Accurately document customer issues, resolutions, and next steps through our CRM System (FieldHub)
• Provide clear communication to customers regarding service status, expectations, and follow-up
• Create, update, and manage service tickets with accuracy and attention to detail
• Serve as backup support for scheduling and dispatching service technicians as needed
• Coordinate with technicians, supervisors, and dispatch to ensure efficient service flow
• Assist with prioritizing service calls based on urgency, contractual obligations, and customer needs
• Work closely with the Dispatch, and Technicians to ensure seamless customer support
• Escalate complex or unresolved issues appropriately while maintaining ownership of the customer experience
• Support department initiatives, process improvements, and documentation as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED