Note: The job is a remote job and is open to candidates in USA. NextGen, a Kelly Telecom company, is seeking a Telecom Customer Support Coordinator to support customers and field teams. The role manages incoming requests, validates site information, coordinates technical resources, maintains dispatch records, and ensures requests are handled accurately and efficiently.
Responsibilities
- Cover assigned work periods as scheduled by the Project Manager
- Answer incoming calls from General Contractors (GCs) requesting C&I support
- Verify that the provided Site ID is a valid site in the iNTP Tool
- Validate that the requested on-site C&I work is authorized and appropriate for the site
- Escalate invalid site information or service requests and obtain direction before proceeding
- Identify and coordinate the appropriate remote C&I Engineer based on the technology identified by the caller
- Assign the appropriate technical resource to support the site
- Create and maintain accurate assignment records in the dispatch tool, ensuring all required site information is documented
- Communicate professionally with customers, field personnel, engineers, and internal teams
- Follow established procedures and escalation processes to ensure requests are handled accurately and efficiently
Skills
- • Excellent verbal and written communication skills
- • Strong attention to detail and ability to accurately enter information into systems
- • Ability to manage multiple requests and priorities in a fast-paced environment
- • Strong problem-solving and decision-making skills
- • Comfortable working with computer systems, dispatch tools, and other software applications
- • Ability to follow established procedures and escalate issues when necessary
- • Professional and customer-focused attitude
- • Ability to work assigned shifts/work periods, including varying schedules as required
- • Customer service, customer support, dispatch, coordination, or operations experience preferred
Benefits
- Application skills support
- Ongoing career support
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