Telecom Customer Support Specialist

Iserv•Kentwood, MI

4d•Hybrid

About The Position

We are looking for a detail-oriented, customer-focused Telecom Customer Support Specialist to join our team. In this role, you will serve as a key point of contact for our customers, vendors, and internal staff — managing support tickets, resolving issues, and ensuring clear, timely communication throughout the process. You will be primarily working within our ticketing system, over email, and via internal chat. Success in this role requires sharp organizational skills, excellent written and verbal communication, and the ability to stay calm and focused during high-volume or outage events.

Requirements

Experience working with help desk or ticketing software (ConnectWise or similar platform strongly preferred).
Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, etc.).
Comfortable working in Windows-based environments.
Excellent written and verbal communication skills — clear, professional, and prompt.
Ability to manage competing priorities and remain composed under pressure during high-volume events or outages.
Strong organizational skills with a keen attention to detail.
Self-motivated and able to work independently in a remote or hybrid environment.

Nice To Haves

Background or familiarity with telecommunications (VoIP, SIP trunking, DID, toll-free services, etc.).
Experience supporting enterprise or carrier clients.
Familiarity with escalation workflows in a technical support environment.

Responsibilities

Monitor the service board to ensure all tickets are assigned, acknowledged, and progressing within SLA targets (Real-Time Queue Management).
Serve as the primary point of contact for customer inquiries and concerns, working to deliver timely, accurate resolutions.
Communicate professionally and proactively between customers, vendors, and internal staff via the ticketing system, email, and internal chat.
Stay on top of all open communications — responsiveness and follow-through are critical to this role.
Identify when escalation is needed and route issues appropriately to the right internal teams or vendors.
Quickly learn 382’s services, common issue types, and standard resolution procedures to handle recurring problems with confidence.
Manage high volumes of information calmly and effectively during outages or peak-volume periods, prioritizing actions in real time.
Collaborate closely with internal staff and vendors to ensure seamless issue resolution and customer satisfaction.