Tier 2 or Tier 3 Customer Support Representative

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

Tier 2 or Tier 3 Customer Support Representative-: Hybrid – Houston, TX-77092

Job Summary

We are seeking a Customer Support Representative to serve as the first point of contact for customers experiencing issues with telecommunications products and services, including voice, data, and transport services.

This role provides initial troubleshooting, responds to customer inquiries, documents service issues, and escalates complex technical problems to Tier 2 or Tier 3 support teams. The position is based in Houston, TX, with a hybrid work model combining remote support with on-site collaboration and training.

Candidates should be located within commuting distance of Houston and be comfortable working independently as well as collaboratively with a local team.

Key Responsibilities

• Serve as the first point of contact for customers through phone, email, and chat.
• Provide basic technical troubleshooting for issues involving internet connectivity, voice services, VoIP, and other telecommunications services.
• Use knowledge bases, diagnostic tools, and established procedures to identify and resolve customer issues.
• Respond to customer inquiries related to billing, accounts, service availability, and existing or new services.
• Accurately document customer interactions, troubleshooting steps, and resolutions in CRM and ticketing systems.
• Escalate unresolved or complex technical issues to appropriate Tier 2 or Tier 3 support teams.
• Keep customers informed throughout the troubleshooting and escalation process.
• Maintain a professional, patient, and empathetic approach when handling frustrated or dissatisfied customers.
• Schedule service appointments for technical repairs, installations, or issues that cannot be resolved remotely.
• Collaborate effectively with technical support teams and other internal departments.

Required Skills & Qualifications

• Excellent verbal and written communication skills with a strong customer-service mindset.
• Patient, empathetic, and effective active-listening skills.
• Fundamental understanding of telecommunications services and network technologies.
• Basic knowledge of routers, switches, networking, VoIP, voice, and data services.
• Strong analytical and troubleshooting skills.
• Experience using CRM platforms, ticketing systems, knowledge bases, and diagnostic tools.
• Ability to multitask, prioritize, and manage multiple customer issues in a fast-paced environment.
• Strong attention to detail and commitment to accurate documentation.
• Ability to work independently while contributing effectively to a team environment.
• Willingness to work flexible hours, including evenings and weekends, as business needs require.

Education & Experience

• High school diploma or equivalent required.
• Associate degree or relevant technical certifications such as CompTIA A+ or ITIL Foundation are a plus.
• Previous experience in customer service, technical support, telecommunications, help desk, or a call center environment is preferred.