Hybrid Telecom Technical Support Specialist

The Addison Group; Buffalo Grove (IL); Hybrid; USD 25,000 - 28,000; Part time

Benefits offered by this job

Hybrid schedule potential after培训

Pay increase potential after one year

Medical, dental, and vision benefits

Tuition and fitness reimbursement

Up to 16 days of PTO, plus birthday

Job summary

The Addison Group in Buffalo Grove, IL is seeking two Technical Service Representatives to join the customer support team. You will act as a primary contact for customers and field technicians, handling telecommunications or equipment issues, managing service tickets, and coordinating shipments and orders.

The role emphasizes strong customer service, problem-solving, and basic technical troubleshooting. Training is onsite initially, with potential for a hybrid schedule based on performance and

Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, help desk, or ticket management experience preferred.
• Retail experience with telecommunications or technology products is also highly valued.
• Telecommunications industry experience is a plus.
• General familiarity with computers, mobile devices, POS systems, and other technology products.
• Working knowledge of Microsoft Office.
• Strong analytical and problem-solving abilities.
• Excellent verbal communication and customer service skills.
• Ability to manage multiple requests in a fast-paced environment.
• Comfortable delivering high-quality customer support over the phone.
• Background check and drug screening may be required.

Responsibilities

• Handle incoming customer and technician inquiries, averaging approximately 60 calls per day.
• Provide first-level technical assistance by identifying issues and walking customers through basic troubleshooting steps.
• Create, update, and monitor service tickets to ensure requests are addressed promptly.
• Coordinate service orders and monitor progress through completion.
• Assess incoming requests and determine appropriate response times and service priorities.
• Process work orders while maintaining established customer service standards.
• Coordinate equipment requests and replacement part shipments.
• Track deliveries and provide customers with shipment updates.
• Escalate complex technical concerns to the appropriate support team.
• Communicate professionally with customers, technicians, and outside contractors.
• Assist with training and onboarding new team members when needed.

Skills

Customer service

Troubleshooting

Ticket management

Verbal communication

Phone support

Analytical thinking

Education

High school diploma or equivalent

Tools

POS systems

Microsoft Office

Job description

The Addison Group in Buffalo Grove, IL is seeking two Technical Service Representatives to join the customer support team. You will act as a primary contact for customers and field technicians, handling telecommunications or equipment issues, managing service tickets, and coordinating shipments and orders.

The role emphasizes strong customer service, problem-solving, and basic technical troubleshooting. Training is onsite initially, with potential for a hybrid schedule based on performance and