Customer Support Representative II

Kelly; Houston (TX); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Telemedicine

Term life

Whole life

Accident insurance

Critical illness

Legal plan

Short-term disability

Retirement savings plan

Paid holidays

Transit spending account

Paid sick leave

Job summary

Kelly in Houston, TX is seeking a Customer Service Specialist to support internal teams and external customers with application questions and product issues. You will use troubleshooting and communication skills to resolve cases and deliver a positive customer experience.

Responsibilities include building knowledge of applications, troubleshooting by phone, chat, and email, documenting cases, and collaborating across teams to drive issues to resolution.

Qualifications

• High school diploma or equivalent; a bachelor’s degree is preferred.
• Experience troubleshooting product issues and reporting them by phone, email, or chat.
• Experience working across teams to resolve technical, procedural, or operational issues.
• Ability to collaborate with colleagues and customers at all organizational levels.
• Strong analytical, problem-solving, and decision-making skills.
• Clear written and verbal communication, interpersonal, and collaboration skills.
• Strong organization, prioritization, and multitasking abilities.
• Conflict-resolution skills.
• Ability to work toward both short- and long-term plans.
• Experience training customers or colleagues to help prevent recurring support requests.

Responsibilities

• Build and maintain strong knowledge of applications, products, and services.
• Support and troubleshoot application issues by phone, live chat, and email.
• Investigate customer cases, identify root causes, and resolve issues that do not require escalation.
• Document cases clearly and concisely, and communicate professionally with customers and internal partners.
• Work cross-functionally to resolve specialized, procedural, and operational issues.
• Escalate cases when additional expertise is needed, then help drive them through to resolution.
• Keep business owners, stakeholders, and users informed about issue status and outcomes.
• Share knowledge, contribute to team meetings and documentation, and help reduce recurring inquiries.
• Perform other duties as assigned.

Skills

Troubleshooting

Communication

Collaboration

Analytical thinking

Multitasking

Problem solving

Organizational skills

Conflict resolution

Training customers

Education

High school diploma

Bachelor’s degree preferred

Tools

Salesforce

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Customer Service Specialist

Pay rate: $23.00 per hour

We’re seeking a Customer Service Specialist to support internal teams and external customers with application questions and product issues. In this role, you’ll use your troubleshooting and communication skills to resolve cases, collaborate across teams, and help deliver a positive customer experience.

What you’ll do

• Build and maintain strong knowledge of applications, products, and services.
• Support and troubleshoot application issues by phone, live chat, and email.
• Investigate customer cases, identify root causes, and resolve issues that do not require escalation.
• Document cases clearly and concisely, and communicate professionally with customers and internal partners.
• Work cross-functionally to resolve specialized, procedural, and operational issues.
• Escalate cases when additional expertise is needed, then help drive them through to resolution.
• Keep business owners, stakeholders, and users informed about issue status and outcomes.
• Share knowledge, contribute to team meetings and documentation, and help reduce recurring inquiries.
• Perform other duties as assigned.

What you’ll bring

• High school diploma or equivalent; a bachelor’s degree is preferred.
• Experience troubleshooting product issues and reporting them by phone, email, or chat.
• Experience working across teams to resolve technical, procedural, or operational issues.
• Ability to collaborate with colleagues and customers at all organizational levels.
• Strong analytical, problem-solving, and decision-making skills.
• Clear written and verbal communication, interpersonal, and collaboration skills.
• Strong organization, prioritization, and multitasking abilities.
• Conflict-resolution skills.
• Ability to work toward both short- and long-term plans.
• Experience training customers or colleagues to help prevent recurring support requests.

Helpful experience

• Familiarity with a CRM application, such as Salesforce.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources.

Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type.

Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability.

As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.