Telecom Call Center Specialist — Frontline Support & Tickets

New Horizons Communications; Town of Perinton (NY); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental insurance

401K with company match

Job summary

NHC is seeking a dedicated Call Center Agent to join our growing team in the telecommunications sector. You will handle a high volume of inbound calls and emails from business customers, partners, and carriers, while building accurate support tickets.

The ideal candidate has 1-2 years in a call center, strong communication, and the ability to navigate multiple ticketing systems. You’ll work across channels and help keep queues moving in a fast-paced, distributed team.

Qualifications

• 1-2 years of call center or high-volume support experience.
• Experience supporting business customers in telecommunications or technology preferred.
• Ability to learn telecom concepts and multiple ticketing systems.
• Excellent written communication and strong listening skills.

Responsibilities

• Handle a high volume of inbound calls and emails professionally, courteously, and efficiently.
• Ask probing questions to identify the customer's need, urgency, service, account, location, and contact information.
• Perform basic account research, confirm ticket activity, and check for duplicates before creating a new ticket.
• Create complete, accurate tickets in NHC's ticketing systems.
• Monitor and manage shared email inboxes, processing requests in queue order.
• Use job aids and team resources to research unfamiliar situations and determine the next step.
• Communicate via phone, email, Teams, and ticket comments to confirm handoffs and prevent misses.
• Adapt to evolving workflows, ticketing systems, and service offerings.

Skills

Ticketing systems

Call center experience

Communication skills

Phone presence

Job description

NHC is seeking a dedicated Call Center Agent to join our growing team in the telecommunications sector. You will handle a high volume of inbound calls and emails from business customers, partners, and carriers, while building accurate support tickets.

The ideal candidate has 1-2 years in a call center, strong communication, and the ability to navigate multiple ticketing systems. You’ll work across channels and help keep queues moving in a fast-paced, distributed team.