Customer Service & Technical Support Specialist

Job Description

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