Customer Support Specialist (Birmingham, AL)

Seneca Resources; Irondale (AL); Hybrid; USD 32,000 - 46,000; Full time

Job summary

Seneca Resources is seeking a personable and customer-focused Customer Support Specialist to join a fast-paced call center environment on a contract-to-hire basis. The successful candidate will handle inbound calls, document interactions, and collaborate with internal teams to resolve issues.

The role requires strong communication, troubleshooting skills, and the ability to work in a hybrid setting with at least 50% onsite work.

Qualifications

• Experience in a call center, help desk, or contact center environment.
• Strong verbal communication and active listening skills.
• Customer-first approach with a friendly and professional demeanor.
• Experience troubleshooting customer issues over the phone.
• Proficient with call center software, CRMs, ticketing systems.
• MS Excel data entry, filtering, sorting, and basic navigation.
• Ability to multitask and navigate multiple applications.

Responsibilities

• Answer inbound customer calls with friendly, professional support.
• Troubleshoot issues and aim for first-call resolution.
• Escalate complex issues to appropriate internal teams.
• Document interactions, issues, and resolutions in systems.
• Navigate multiple applications to assist customers.

Skills

Call center

CRM software

Excel

Multitasking

Documentation

Escalation handling

Communication

Education

No degree required

Tools

Salesforce

Zendesk

ServiceNow

Five9

Job description

Position Title: Customer Support Specialist

Location: Birmingham, AL — Hybrid, minimum 50% onsite

Clearance Requirements: None

Shift: 1st Shift – Mon to Fri

Employment: Contract to Hire

Pay Rate: Competitive, based on experience

Position Description

Seneca Resources is seeking a personable and customer-focused Customer Support Specialist to join a fast-paced call center environment on a contract-to-hire basis. This role is ideal for an outgoing, dependable professional who enjoys helping customers, troubleshooting issues, and delivering timely resolutions.

The successful candidate will handle inbound customer calls, navigate multiple software applications, document interactions, and collaborate with internal teams to resolve complex issues. The ability to remain organized, patient, and professional while managing high call volumes is essential.

Key Responsibilities

• Answer inbound customer calls and provide friendly, professional, and efficient support.
• Troubleshoot customer issues by phone and work toward first-call resolution whenever possible.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Accurately document customer interactions, issues, and resolutions in call center, CRM, or ticketing systems.
• Navigate multiple systems and applications while assisting customers.
• Use Microsoft Excel to review, organize, and update customer information and reports.
• Follow established call-handling, issue-resolution, and escalation procedures.
• Communicate effectively with customers and internal teams to support timely issue resolution.
• Maintain a positive, customer-first attitude while handling high call volumes.
• Meet established customer service standards and performance expectations.
• Work onsite at least 50% of the time.

Top Requirements

• Previous experience in a call center, help desk, customer support, or contact center environment.
• Strong verbal communication, active listening, and interpersonal skills.
• Customer-first approach with a friendly, patient, and professional demeanor.
• Experience troubleshooting customer issues over the phone.
• Proficiency with call center software, CRM platforms, ticketing systems, or related customer service technology.
• Working knowledge of Microsoft Excel, including data entry, filtering, sorting, and basic spreadsheet navigation.
• Ability to multitask and navigate multiple applications simultaneously.
• Strong organizational skills and attention to detail.
• Ability to recognize when an issue requires escalation.
• Willingness to work in a hybrid environment with at least 50% onsite work.
• Experience with Salesforce, Zendesk, ServiceNow, Five9, or similar platforms is preferred.
• Experience in a high-volume inbound call center is preferred.
• Familiarity with ticket management and issue escalation processes is preferred.
• Experience supporting customers in a technical or business services environment is preferred.

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm, we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you’re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. We take the time to understand your goals and match you with roles that align with your skills and career path. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.

Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.