Customer Support Specialist II — Troubleshooting Pro

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

Job summary

Kelly Services in Houston is seeking a Customer Service Specialist to support internal teams and external customers with application questions and product issues. You will troubleshoot by phone, live chat, and email, document cases clearly, and collaborate across teams to resolve issues.

The role emphasizes strong communication, analytical skills, and the ability to keep stakeholders informed. A high school diploma is required, with a bachelor’s degree preferred, and familiarity with CRM tools

Qualifications

• Experience troubleshooting product issues via phone, email, or chat.
• Experience collaborating across teams to resolve technical, procedural, or operational issues.
• Clear written and verbal communication with strong interpersonal skills.

Responsibilities

• Build and maintain knowledge of applications, products, and services.
• Support and troubleshoot application issues by phone, live chat, and email.
• Investigate 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 drive to resolution.
• Keep business owners, stakeholders, and users informed about issue status and outcomes.
• Share knowledge, contribute to team meetings and documentation, and reduce recurring inquiries.
• Perform other duties as assigned.

Skills

Troubleshooting

Cross-functional collaboration

Communication

Problem solving

Documentation

Organizational skills

Conflict resolution

Time management

Education

High school diploma or equivalent; bachelor’s degree preferred

Tools

Salesforce

Microsoft Office

Job description

Kelly Services in Houston is seeking a Customer Service Specialist to support internal teams and external customers with application questions and product issues. You will troubleshoot by phone, live chat, and email, document cases clearly, and collaborate across teams to resolve issues.

The role emphasizes strong communication, analytical skills, and the ability to keep stakeholders informed. A high school diploma is required, with a bachelor’s degree preferred, and familiarity with CRM tools