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 supports inbound and outbound communications, customer onboarding, service issue resolution, customer equipment provisioning, and accurate information about services, billing, and promotions. The role serves as a liaison between customers, Customer Care, the NOC, and field operations to ensure issues are resolved efficiently and in line with Centric’s standards and values. This is a part-time position for 32 hours per week over four days: Saturday, Sunday, and two weekdays. Each shift is eight paid hours plus a one-hour unpaid lunch. Weekend availability is required. Shifts may be 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. Training takes place in the office and lasts approximately four to six weeks, or until the employee can work independently. Remote work on weekends may become available 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 or telecommunications systems.
- Ability to multitask and manage competing priorities.
- Ability to follow procedures and maintain compliance with company standards.
- Availability for a 32-hour, four-day schedule that includes Saturday and Sunday and two weekdays.
- 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.
- Telecommunications 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 until resolved.
- Update customer records and account details after every customer interaction.
- Promote Centric’s fiber network and educate customers in support of 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 for troubleshooting, repairs, or equipment pickup after cancellations as needed.
- Assist with network testing at customer sites when supporting Field Operations.
- Coordinate with other teams to resolve subscriber issues, implement 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
Career Level
Entry Level
Education Level
High school or GED
