Call Center Customer Service Professional - IV

Job Title: Customer Support Specialist

Location:Cary, NC (Hybrid)

Role Overview

We're looking for an experienced Customer Support Specialist to join a high-availability, 24/7/365 service operations environment. In this role, you'll act as a trusted technical problem-solver and customer advocate-diagnosing issues, coordinating resolutions, and ensuring a seamless support experience.

You'll work closely with customers, internal teams, and external partners to resolve complex technical issues quickly and accurately, while maintaining clear and consistent communication throughout the resolution process.

Responsibilities:

• Inbound Diagnostics & Troubleshooting: Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.
• Outbound Resolution & Education: Proactively initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes.
• Strategic Escalation: Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime.
• Customer Communication: Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction.

• 7-10 years of experience in technical support, customer service, or a service desk environment.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Willingness to support a rotating shift schedule in a 24/7 operations environment.

• Day Shift: 7:30 AM - 3:30 PM
• Swing Shift: 3:30 PM - 12:00 AM
• Midnight Shift: 12:00 AM - 8:00 AM