Call Center Customer Service Professional - IV

Job Title: Customer Support Specialist

Location: Cary, NC (Hybrid)

About the Role

We are looking for an experienced Customer Support Specialist to join our fast‑paced, 24/7/365 service operations team. In this role, you will support customers by diagnosing technical issues, coordinating resolutions, and ensuring a high-quality support experience. You'll work closely with internal teams and external partners to resolve issues efficiently and keep customers informed throughout the process.

What You'll Do

• Inbound Support & Troubleshooting: Act as the first point of contact for customer issues, perform initial diagnostics, and take appropriate action to resolve technical problems.
• Outbound Coordination & Education: Proactively communicate with customers and internal teams to drive issue resolution, complete tasks, and educate users on systems and processes.
• Issue Escalation: Partner with management, specialized support teams, and external vendors to escalate and resolve complex issues quickly.
• Customer Communication: Provide clear, timely updates on issue status, resolution timelines, and outcomes to maintain a positive customer experience.

Qualifications

• Experience: 7-10 years of experience in technical support, customer service, or service desk environments.
• Clearance: Must be eligible to obtain and maintain a Public Trust clearance.

Schedule & Shift Information

This role supports a 24/7/365 operation.

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

All new hires will begin on the Day Shift for training. Shift assignments may change based on business needs after training.