Customer Service & Technical Support Specialist (Part-Time)
About The Position
The Customer Service & Technical Support Specialist delivers customer support across Centric’s fiber services. The position combines customer service with technical provisioning, basic network troubleshooting, and coordination with the NOC and field teams. It includes inbound and outbound customer communication, onboarding support, service-issue resolution, customer equipment provisioning, and providing accurate information about services, billing, and promotions. The role serves as a liaison between customers, Customer Care, the NOC, and field operations to help resolve issues efficiently and in accordance with Centric’s standards and values. This is a part-time role scheduled for 32 hours per week over four days, including Saturday, Sunday, and two weekdays. Shifts are either 7:00 a.m. to 4:00 p.m. or 2:00 p.m. to 11:00 p.m., assigned by the manager based on business needs. Each shift includes eight paid hours and a one-hour unpaid lunch. Saturday and Sunday availability is required. Training takes place in the office for approximately four to six weeks, or until the employee can work independently. Weekend remote work may become available later based on performance but is not guaranteed.
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 a schedule that includes weekends; Saturday and Sunday availability is required in the schedule description.
- Willingness to work holidays or extended hours as needed.
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 high 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, and account management.
- Handle customer complaints professionally, offer appropriate solutions, and follow up through resolution.
- Update customer records and account details after every customer interaction.
- Promote Centric’s fiber network and educate customers to support marketing efforts.
- Support safety, compliance, and Centric’s values and operating procedures.
- Provision customer equipment, including U4/U6 devices, ONTs, and other fiber equipment.
- Serve as the first line of technical support for inbound calls, chats, and emails.
- Support NOC operations by escalating alarms, documenting trouble tickets, and monitoring outages.
- Dispatch fiber field teams as needed for troubleshooting, repairs, or equipment pickup after cancellations.
- Help with network testing at customer sites when supporting Field Operations.
- Work with other teams to resolve subscriber issues, establish corrective action plans, and clear tickets.
- Monitor and update network 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
Part-time
Education Level
High school or GED
