Customer Service & Technical Support Specialist

JOB DESCRIPTION

Job Title: Customer Service & Technical Support Specialist

Department: Customer Care

Reports To: Manager, Customer Service

JOB SUMMARY

The Customer Service & Technical Support Specialist is responsible for delivering exceptional customer support across Centric’s fiber services. This role combines traditional customer service responsibilities with technical provisioning, basic network troubleshooting, and coordination with the NOC and field teams. The position manages inbound and outbound customer communication, supports onboarding, resolves service-related issues, provisions customer equipment, and ensures customers receive accurate information regarding services, billing, and promotions.

This role serves as a key liaison between customers, Customer Care, the NOC, and field operations teams to ensure issues are resolved efficiently and in alignment with Centric’s standards and values.

Shift hours are 3pm - 11pm daily with some weekends as necessary

RESPONSIBILITIES & ESSENTIAL FUNCTIONS

Customer Service Duties

• Manage large volumes of inbound calls, emails, and chats.
• Provide accurate, complete, and timely information to customers regarding services, billing, and promotions.
• Support both fiber customers through issue resolution, onboarding assistance, and account management.
• Handle customer complaints with professionalism; provide 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 to support marketing efforts.
• Support safety, compliance, and adherence to Centric values and operational procedures.

Technical Support & Coordination Duties

• Provision customer equipment including U4/U6 devices, ONTs, and other fiber‑related equipment.
• Serve as the first line of technical support for inbound calls, chats, and emails.
• Assist NOC operations by escalating alarms, documenting trouble tickets, and monitoring outages.
• Dispatch fiber field teams as needed for troubleshooting, repairs, or equipment pickup due to cancellations.
• Assist with functional network testing at customer sites when supporting Field Operations.
• Interface with cross‑functional teams to resolve subscriber issues, implement corrective action plans, and clear tickets.
• Monitor and update network‑related issues within HubSpot or Zoho.

Requirements:
Education & Experience

• High School Diploma or GED.
• 2+ years of customer service experience.
• 2+ years of technical support or telecommunications experience preferred.

Knowledge, Skills & Abilities

• Strong communication and interpersonal skills.
• Proficiency in computer systems and applications, including Microsoft Office.
• Basic IP networking skills and understanding of data/telecommunications systems.
• Ability to multitask and manage competing priorities.
• Ability to follow procedures and maintain compliance with company standards.

Work Schedule Requirements

• Ability to work a schedule that includes either Saturday or Sunday, in addition to four weekdays. The shift hours are 3pm - 11pm daily with some weekends as necessary
• Willingness to work holidays or extended hours as needed.

PREFERRED QUALIFICATIONS

Experience with CRM platforms and Salesforce

• Telecom experience involving fiber‑optic services.
• Certifications such as CCNA or Calix.
• Experience with PON technologies (GPON, XGS‑PON).

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Ability to sit for extended periods, lift 30 lbs., walk, speak, hear, grasp, and carry.
• Work performed primarily in an office environment with moderate noise.

EQUAL EMPLOYMENT OPPORTUNITY

Centric Fiber OpCo, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Benefits:
• Medical, dental, vision, and more

• Generous PTO policy
• 10 company-paid holidays
• 401(k) plan with 5% company match