Senior Customer Support Specialist

We are seeking a seasoned Senior Customer Support Specialist focusing on escalated client support and advanced case resolutions in the Telecommunications industry. This role is pivotal in ensuring exceptional customer experience and contributing to continuous service improvements.

You will handle escalated customer issues, providing timely and effective resolutions while maintaining high customer satisfaction. Responsibilities include analyzing customer feedback to identify trends, coordinating with cross-functional teams to address systemic issues, and ensuring adherence to company policies and service level agreements (SLAs). The role also involves leading reporting efforts on escalation metrics, response trends, and customer sentiment, leveraging tools such as Freshdesk, Telgoo5 platform, and BI dashboards, to present actionable data. Consistent monitoring of CSAT, NPS, FCR, and adherence to telecom regulations and privacy policies is a core function of the role.

The ideal candidate will work closely with training and center of excellence teams to ensure seamless knowledge transfer and process continuity. The role demands deep client engagement for continuous learning and alignment with customer retention and success strategies.

ESSENTIAL JOB FUNCTION

• This job operates in an office environment which routinely uses standard office equipment

• The employee Is occasionally required to stand, walk, sit, uses hand to handle, or feel objects, or tools, reach with hands and arms, talk and hear

• The employee must occasionally lift or move office products and supplies, up to 20 pounds

• Type and execute scheduling tasks and reports on excel and other relevant computer software

DAILY TASKS

• Handle tier 2 or escalated customer inquiries via phone, email, or chat, ensuring prompt and effective resolution.

• Troubleshoot complex technical issues and guide customers through diagnostic and resolution steps.

• Coordinate closely with the Escalations Team for knowledge-sharing, feedback, and resolution strategies.

• Analyze customer feedback and service patterns to recommend improvements and optimize support processes.

• Monitor SLAs, CSAT, NPS, and other KPIs to ensure high service quality and adherence to internal benchmarks.

• Monitor and report on service metrics such as average handle time, first contact resolution, and customer satisfaction.

• Maintain up-to-date knowledge of products, services, updates, and technical specifications.

• Accurately document all customer interactions in the CRM system and ensure proper case tracking and closure.

• Ensure all interactions are compliant with company policies, industry regulations, and data privacy standards.

• Participate in and lead training sessions or process improvement initiatives for support team efficiency.

SKILLS AND QUALIFICATIONS

• Minimum 3-5 years experience in customer service or sales roles, with a senior or supervisory capacity.

• Bachelors degree in Communication desired, but not preferred.

• Strong analytical and troubleshooting skills

• Familiarity with helpdesk/ticketing tools and CRM systems

• Comfortable collaborating with multiple departments

• Strong communication, customer service, and documentation skills

• Solid experience in the telecommunications industry

• Experience collaborating with cross-functional teams

• Detail-oriented, organized, and proactive

• Knowledge of customer experience (CX) metrics and evaluation methods.