Customer Service & Technical Support Specialist
About The Position
The Customer Service & Technical Support Specialist delivers customer support across Centric’s fiber services. The role combines customer service with technical provisioning, basic network troubleshooting, and coordination with the NOC and field teams. It manages inbound and outbound customer communications, supports onboarding, resolves service-related issues, provisions customer equipment, and provides accurate information about services, billing, and promotions. The position acts as a liaison among customers, Customer Care, the NOC, and field operations to help resolve issues efficiently and in accordance with Centric’s standards and values. The stated shift is 3 p.m. to 11 p.m., with some weekends as necessary. The schedule includes either Saturday or Sunday in addition to four weekdays; holidays or extended hours may be required.
Requirements
- High school diploma or GED.
- At least 2 years of customer service experience.
- Strong communication and interpersonal skills.
- Proficiency with computer systems and applications, including Microsoft Office.
- Basic IP networking skills and understanding of data and telecommunications systems.
- Ability to multitask and manage competing priorities.
- Ability to follow procedures and maintain compliance with company standards.
- Ability to work either Saturday or Sunday in addition to four weekdays.
- Willingness to work holidays or extended hours as needed.
- Ability to sit for extended periods, lift 30 pounds, walk, speak, hear, grasp, and carry.
Nice To Haves
- At least 2 years of technical support or telecommunications experience.
- Experience with CRM platforms and Salesforce.
- Telecom experience involving fiber-optic services.
- Certifications such as CCNA or Calix.
- Experience with PON technologies, including GPON and XGS-PON.
Responsibilities
- Manage large volumes of inbound calls, emails, and chats.
- Provide accurate, complete, and timely information about services, billing, and promotions.
- Support fiber customers with issue resolution, onboarding assistance, and account management.
- Handle customer complaints professionally, provide appropriate solutions, and follow up until resolved.
- Update customer records and account details after each customer interaction.
- Promote Centric’s fiber network and educate customers in support of marketing efforts.
- Support safety, compliance, and adherence to company values and operational procedures.
- Provision customer equipment, including U4/U6 devices, ONTs, and other fiber-related equipment.
- Serve as the first line of technical support for inbound calls, chats, and emails.
- Assist NOC operations by escalating alarms, documenting trouble tickets, and monitoring outages.
- Dispatch fiber field teams for troubleshooting, repairs, or equipment pickup due to cancellations.
- Assist with functional network testing at customer sites when supporting Field Operations.
- Work with cross-functional teams to resolve subscriber issues, implement corrective action plans, and clear tickets.
- Monitor and update network-related issues in HubSpot or Zoho.
Benefits
- Medical, dental, vision, and more.
- Generous PTO policy.
- 10 company-paid holidays.
- 401(k) plan with 5% company match.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
