Customer Technical Support (In-Office)

Digital Risk, LLC.; San Antonio (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Mphasis seeks a Customer Service VIP Specialist to join its Platinum Team, serving as a trusted customer advocate and handling complex inquiries across touchpoints. The role emphasizes proactive problem-solving, emotional intelligence, and superior communication in a fast-paced environment.

As a brand-new program member, you will adapt to evolving requirements while maintaining a positive, customer-first mindset and collaborating across internal teams to protect brand reputation and deliver

Qualifications

• 2+ years of experience in Customer Service, Account Management, or Customer Success.
• 2+ years of telecom customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM), and familiarity with Microsoft Office tools.
• Strong analytical abilities.
• Comfortable working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).

Responsibilities

• Serve as front-line brand ambassador, providing exceptional support across interactions.
• Rapidly respond to and resolve escalated concerns with professionalism and collaboration.
• Transform neutral or negative experiences into positive outcomes through proactive engagement.
• Demonstrate empathy, patience, and a positive attitude when addressing customer needs.
• Document all interactions in designated CRM tools for clarity and visibility.

Skills

Customer service

Communication skills

Analytical abilities

Team collaboration

Tools

Salesforce

Workflow Manager (WFM)

Microsoft Office

Job description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Job Description

About the Role

We are seeking a highly skilled and empatheticCustomer Service VIP Specialist to join ourPlatinum Teamto serve as a trusted advocate for our customers. In this role, you will handle complex inquiries, resolve escalated issues, and ensure a seamless customer journey across multiple touch points. Your ability to communicate clearly, think critically, and build strong relationships will help maintain customer satisfaction, protect our brand reputation, and support ongoing service excellence. This position requires a proactive problem-solver who is adaptable, emotionally intelligent, and committed to delivering outstanding customer experiences in a dynamic environment. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business.

Key Responsibilities Include:

• Serve as afront-line brand ambassador, providing exceptional support and guidance to customers across all interactions.
• Rapidly respond to and resolve escalated concerns while maintaining professionalism, emotional intelligence, and strong collaboration with quality and support teams.
• Transform neutral or negative customer experiences into positive outcomes through proactive engagement and tailored solutions.
• Demonstrate empathy, patience, and a consistently positive attitude when addressing customer needs and concerns.
• Utilize project management principles to maintain accurate, timely communication with key partners regarding ticket status and emerging issues or opportunities.
• Minimize service disruptions by maintaining system availability and supporting the continued functionality of critical services.
• Apply critical thinking and sound judgment when making customer-focused decisions that reflect and protect the company’s brand.
• Document all customer interactions thoroughly and accurately using designated CRM tools to ensure clarity, visibility, and alignment across teams.
• Build meaningful customer relationships through genuine interest, active listening, and solution-driven support.
• Adapt quickly to change within a fast-paced, dynamic environment while maintaining a positive and solutions-oriented mindset.
• Communicate clearly, accurately, and efficiently with both internal teams and external stakeholders—verbally and in writing.
• Demonstrate resilience in a competitive market and remain flexible in shifting situations.
• Overcome objections with professionalism and empathy to ensure successful outcomes.

Soft Skills:

• Genuine interest in peopleand a desire to help and build relationships with customers
• Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.
• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing
• Adaptive to changing situations in a competitive market
• Ability to overcome objections while demonstrating genuine empathyThe opportunity to work on a high-visibility program with real business impact
• A flexible work environment with flexibility after training completion
• A culture that values collaboration, respect, and continual improvement
• Significantgrowth opportunities/promotionfrom within
• Ability to cross-train and expand expertise across the Business and Public Sector lines of business

Qualifications

Required Qualifications:

• Positive attitude, strong attention to detail, and a customer-first mindset.
• 2+ years of experience in Customer Service, Account Management, or Customer Success.
• 2+ years of telecom customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM), and familiarity with Microsoft Office tools.
• Strong analytical abilities, including the capacity to identify patterns, trends, and insights in customer behavior.
• Comfortable working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).

Preferred Qualifications:

• Previous leadership experience
• Experience resolving customer issues, assisting with billing inquiries, or providing product Q&A.
• Technical troubleshooting experience with hardware, software, applications, networks, or device issues.
• Previous experience in a telecom technical call center environment (Tier 1–2).

Additional Information

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at Mphasis will know no limits!