Critical-Response Support Specialist

Kings-III-Emergency-Communication; Coppell (TX); On-site; USD 35,000 - 60,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

401k

EAP

Telemedicine

Holidays & PTO

Referral Bonus

Work-life balance

Team events

Dress code

Job summary

Kings III Emergency Communications in Coppell, TX, seeks a Customer Support Specialist to be the calm voice for callers in a high-volume, tech-enabled environment.

You will handle inbound calls and emails, guide customers through troubleshooting, schedule service, document interactions, and partner with teams to resolve issues. A strong two-year customer service background and bilingual English/Spanish are a plus.

Qualifications

• Minimum two years in customer service; one year in technical support preferred.
• Ability to guide customers through troubleshooting steps and document interactions.
• Clear verbal and written communication; detail-oriented.

Responsibilities

• Handle inbound customer calls and emails with a focus on real-time phone support.
• Ask questions and use internal tools to identify emergency phone problems.
• Guide customers through step-by-step troubleshooting to resolve equipment issues.
• Schedule service appointments when needed.
• Document interactions clearly and accurately.
• Educate customers on system use and preventing future issues.
• Partner with internal teams to resolve customer concerns.
• Review internal maintenance requests.
• Any other duties as assigned by supervisor/manager.

Skills

Customer service

Technical support

Problem solving

Oral communication

Written communication

Attention to detail

People skills

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Excel

Outlook

Job description

Kings III Emergency Communications in Coppell, TX, seeks a Customer Support Specialist to be the calm voice for callers in a high-volume, tech-enabled environment.

You will handle inbound calls and emails, guide customers through troubleshooting, schedule service, document interactions, and partner with teams to resolve issues. A strong two-year customer service background and bilingual English/Spanish are a plus.