Telecom Support Specialist

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

Benefits offered by this job

Health insurance

Life insurance

Dental

401K with match

Job summary

NHC in the United States is seeking a Call Center Agent to serve as a frontline contact for business customers, partners, carriers, and internal teams. You will manage a high volume of inbound calls and emails, create accurate tickets, and route requests to the appropriate teams.

You will handle conversations with care, ask targeted questions, perform basic account research, and ensure clear handoffs across channels. This role emphasizes adaptability and collaborative problem solving.

Qualifications

• 1-2 years of experience in a call center, customer support, help desk, service desk, dispatch, or other high-volume customer-facing environment.
• Experience supporting business customers in telecommunications, technology, utilities, managed services, or a related technical environment is preferred.
• Prior experience with ticketing systems.
• Strong professional phone presence with the ability to remain calm, courteous, and focused during urgent, frustrated, or unclear customer situations.
• Excellent written communication skills, including the ability to summarize customer requests accurately and concisely.
• Strong listening and questioning skills, with the ability to gather complete information without unnecessarily extending the interaction.
• Demonstrated ability to prioritize calls, emails, tickets, and escalations in a queue-based environment.
• Ability to learn new systems, telecommunications terminology, products, and cross-department workflows.
• Comfortable working across multiple systems and communication channels simultaneously.
• Coachable, curious, and receptive to ongoing feedback in an evolving environment.
• Ability to work both independently and collaboratively within a geographically distributed team.
• Flexibility to work assigned shifts, which may include later hours, or certain holidays based on coverage requirements.

Responsibilities

• Handle a high volume of inbound company calls and customer emails professionally, courteously, and efficiently.
• Ask appropriate probing questions to identify the customer’s need, urgency, affected service, account, location, and relevant contact information.
• Perform basic account research, confirm existing ticket activity, and check for duplicate requests before creating a new ticket.
• Create complete, accurate, and properly classified tickets in NHC's ticketing systems.
• Monitor and manage assigned shared email inboxes, working requests in queue order while recognizing situations that require immediate attention.
• Use available job aids, process documentation, and team resources to research unfamiliar situations and determine the correct next step.
• Communicate effectively through phone, email, Microsoft Teams, and ticket comments to confirm handoffs and prevent requests from being missed.
• Adapt to evolving workflows, ticketing systems, service offerings, queue assignments, and automation tools.

Skills

Customer service

Communication skills

Active listening

Multi-channel support

Prioritization

Tools

Ticketing systems

Microsoft Teams

Job description

NHC in the United States is seeking a Call Center Agent to serve as a frontline contact for business customers, partners, carriers, and internal teams. You will manage a high volume of inbound calls and emails, create accurate tickets, and route requests to the appropriate teams.

You will handle conversations with care, ask targeted questions, perform basic account research, and ensure clear handoffs across channels. This role emphasizes adaptability and collaborative problem solving.