Customer Service Representative - Telecommunications

NextGen | GTA: A Kelly Telecom Company; Houston (TX); Hybrid; USD 40,000 - 50,000; Full time

Job summary

A leading technology firm is hiring a Customer Support Representative in Houston, TX. This hybrid role involves assisting customers with voice, data, and connectivity services via phone, email, and chat. Ideal candidates will have a strong customer service or IT background, excellent communication skills, and the ability to troubleshoot technical issues. The position requires documenting interactions accurately and escalating complex issues as needed. Full-time opportunity available for Houston-area candidates.

Qualifications

• Strong customer service background or IT/technical support background.
• Comfort working in a fast-paced, high-volume support environment.
• Basic technical aptitude with networking or VoIP concepts preferred.

Responsibilities

• Act as the first point of contact for customers via phone, email, and chat.
• Troubleshoot technical issues related to internet and voice services.
• Document all interactions and resolutions in a ticketing system.

Skills

Strong customer service and communication skills

Analytical problem-solving

Ability to multitask

Tools

CRM systems

Ticketing systems

Job description

We’re hiring a Customer Support Representative to serve as the first point of contact for customers experiencing issues with voice, data, and connectivity services. This role is ideal for candidates with either a strong customer service background OR an IT/technical support background.

This is a hybrid position based in Houston, TX, combining remote work with on-site collaboration and training.

What You’ll Do

• Act as the first point of contact for customers via phone, email, and chat
• Troubleshoot basic technical issues related to internet, voice, and connectivity services
• Answer customer questions related to accounts, billing, and services
• Accurately document all interactions, troubleshooting steps, and resolutions in a ticketing/CRM system
• Escalate complex or unresolved issues to higher-tier technical teams while keeping customers informed
• Maintain a calm, professional, and empathetic approach when handling frustrated customers
• Schedule service appointments when issues cannot be resolved remotely

What We’re Looking For

• Strong customer service and communication skills
• Ability to troubleshoot problems and think analytically
• Comfort working in a fast-paced, high-volume support environment
• Experience using CRM, ticketing, or support systems
• Basic technical aptitude (networking, routers, VoIP, or similar concepts are a plus — not required)
• Ability to multitask, prioritize, and document accurately

Ideal Backgrounds

• Customer Service / Call Center
• Technical Support / IT Help Desk
• Telecom, Internet, or Technology Support
• Banking, Healthcare, or Other High-Volume Support Environments

• Hybrid work model (Houston-area candidates only)
• Full-time opportunity