Customer Service & Technical Support… at Centric Fiber… · Big Spring

Customer Service & Technical Support Specialist (Part-Time) Department: Customer Care Reports To: Manager, Customer Service

JOB SUMMARY The Customer Service & Technical Support Specialist delivers excellent customer support across Centric’s fiber services. The role combines traditional customer service with technical provisioning, basic network troubleshooting, and coordination with the NOC and field teams. It covers inbound and outbound customer communication, onboarding support, resolving service issues, provisioning customer equipment, and making sure customers get accurate information about services, billing, and promotions.

This role is a key liaison between customers, Customer Care, the NOC, and field operations, making sure issues are resolved efficiently and in line with Centric’s standards and values.

SCHEDULE & WORK LOCATION

• Part-time, 32 hours per week over 4 days: Saturday, Sunday, and two weekdays
• Each shift is 8 paid hours plus a 1-hour unpaid lunch.
• Saturday and Sunday shifts are required every week. Weekend availability is not negotiable.
• Shifts: early shift 7:00am to 4:00pm or late shift 2:00pm to 11:00pm. The manager assigns shifts based on business needs.
• Training is in office and lasts about 4 to 6 weeks, or until the employee can work on their own.
• Remote work on weekends may become available later. It is earned based on performance and is not guaranteed.

RESPONSIBILITIES & ESSENTIAL FUNCTIONS

Customer Service Duties

• Manage large volumes of inbound calls, emails, and chats.
• Give customers accurate, complete, and timely information about services, billing, and promotions.
• Support fiber customers with issue resolution, onboarding, and account management.
• Handle customer complaints professionally, offer the right solutions, and follow up until they’re resolved.
• Update customer records and account details after every customer interaction.
• Promote Centric’s fiber network and educate customers to support marketing efforts.
• Support safety, compliance, and Centric’s values and operating procedures.

Technical Support & Coordination Duties

• Provision customer equipment, including U4/U6 devices, ONTs, and other fiber equipment.
• Serve as the first line of technical support for inbound calls, chats, and emails.
• Support NOC operations by escalating alarms, documenting trouble tickets, and monitoring outages.
• Dispatch fiber field teams as needed for troubleshooting, repairs, or picking up equipment after cancellations.
• Help with network testing at customer sites when supporting Field Operations.
• Work with other teams to resolve subscriber issues, put corrective action plans in place, and clear tickets.
• Monitor and update network issues in HubSpot or Zoho.

Education & Experience

• High School Diploma or GED.
• 2+ years of customer service experience.
• 2+ years of technical support or telecommunications experience preferred.

Knowledge, Skills & Abilities

• Strong communication and interpersonal skills.
• Proficiency in computer systems and applications, including Microsoft Office.
• Basic IP networking skills and understanding of data/telecommunications systems.
• Ability to multitask and manage competing priorities.
• Ability to follow procedures and maintain compliance with company standards.

Work Schedule Requirements

• Ability to work a schedule that includes either Saturday or Sunday, in addition to four weekdays. The shift hours are 3pm - 11pm daily with some weekends as necessary
• Willingness to work holidays or extended hours as needed.

PREFERRED QUALIFICATIONS

Experience with CRM platforms and Salesforce

• Telecom experience involving fiber‑optic services.
• Certifications such as CCNA or Calix.
• Experience with PON technologies (GPON, XGS‑PON).

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Ability to sit for extended periods, lift 30 lbs., walk, speak, hear, grasp, and carry.
• Work performed primarily in an office environment with moderate noise.

EQUAL EMPLOYMENT OPPORTUNITY

Centric Fiber OpCo, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

• Medical, dental, vision, and more

• Generous PTO policy

• 10 company-paid holidays

• 401(k) plan with 5% company match