Hybrid Tier 2/3 Telecom Support Specialist (Houston)

NextGen | GTA: A Kelly Telecom Company; Houston (TX); Hybrid; USD 42,000 - 64,000; Full time

Job summary

NextGen | GTA: A Kelly Telecom Company in Houston, TX is seeking a Customer Support Representative at Tier 2/3 level. The role blends remote assistance with on-site collaboration in a hybrid model, servicing telecommunications products including voice, data, and transport services.

You will handle initial troubleshooting and document issues in CRM. You must communicate clearly, diagnose basic network-related problems, and escalate complex cases to Tier 2/3 when needed.

Qualifications

• High school diploma or equivalent.
• Associate degree or relevant IT certifications are a plus.
• Experience in customer service, technical support, or help desk preferred.

Responsibilities

• Be the first point of contact via phone, email, and chat.
• Provide basic troubleshooting for internet, voice, VoIP and data services.
• Document interactions and resolutions in CRM and ticketing systems.
• Escalate complex issues to Tier 2/3 teams.
• Maintain timely and clear communication with customers.
• Collaborate with internal teams and schedule service visits when needed.
• Adhere to professional and empathetic customer service standards.

Skills

Customer service

Active listening

Telecom tech knowledge

Networking basics

Analytical troubleshooting

CRM & tickets tools

Multitasking

Documentation accuracy

Independent worker

Flexible hours

Education

High school diploma

Associate degree or IT certifications

Tools

CRM platforms

Ticketing systems

Knowledge bases

Diagnostic tools

Job description

NextGen | GTA: A Kelly Telecom Company in Houston, TX is seeking a Customer Support Representative at Tier 2/3 level. The role blends remote assistance with on-site collaboration in a hybrid model, servicing telecommunications products including voice, data, and transport services.

You will handle initial troubleshooting and document issues in CRM. You must communicate clearly, diagnose basic network-related problems, and escalate complex cases to Tier 2/3 when needed.