Customer Service Representative / Technical Support Representative

Customer Service Representative / Technical Support Representative

Location: Downtown Houston, TX
Work Model: Hybrid — 2 days onsite / 3 days remote
Employment Type: Direct Hire, Full-Time
Salary: $40,000–$50,000 per year + all benefits

About the Role

We are seeking a Customer Service Representative / Technical Support Representative to join our team in Downtown Houston. This is a customer-facing technical support role within the telecommunications/Internet service industry.

The ideal candidate will have a strong customer service background combined with experience providing basic technical troubleshooting for internet, connectivity, equipment, and service-related issues. You will serve as the first point of contact for customers, resolve Level 1 issues when possible, and appropriately escalate more complex problems to Level 2 or Level 3 support.

This is an excellent opportunity for a customer-focused professional with experience in an ISP, telecom, cable/internet provider, or technical call-center environment.

Key Responsibilities

• Handle a high volume of inbound customer calls while providing professional, friendly, and efficient service.
• Troubleshoot basic internet, connectivity, equipment, device, and service issues.
• Identify the root cause of customer issues and determine the appropriate resolution.
• Resolve Level 1 technical issues whenever possible.
• Escalate unresolved or complex issues to Level 2 or Level 3 technical support as appropriate.
• Accurately document customer interactions, troubleshooting steps, and resolutions in CRM/ticketing systems.
• Follow established troubleshooting procedures, service guidelines, and escalation processes.
• Manage multiple customer issues while maintaining accuracy and attention to detail.
• Communicate technical information clearly to customers with varying levels of technical knowledge.
• Follow up on issues as needed to ensure a positive customer experience.
• Meet established customer service, quality, productivity, and performance expectations.

Qualifications

• 4–5+ years of relevant customer service, technical support, help desk, or call-center experience preferred.
• Experience in an ISP, telecommunications, cable/internet, or connectivity-related environment strongly preferred.
• Experience providing basic technical troubleshooting for internet, connectivity, equipment, or service issues.
• Strong verbal and written communication skills.
• Comfortable working in a high-volume, customer-facing call-center environment.
• Experience using CRM, ticketing, or customer support systems to document cases.
• Ability to recognize when an issue requires escalation to Tier 2 or Tier 3 support.
• Strong problem-solving and critical-thinking skills.
• Ability to prioritize multiple customer issues and manage competing demands.
• Professional, patient, and customer-focused approach.
• Reliable work history and demonstrated employment stability.
• Ability to work a hybrid schedule with 2 days onsite in Downtown Houston and 3 days remotely.

•\tWhat you didn’t know about us:
•\tCompetitive salary
•\tHealth, Dental and Vision Benefits
•\tShort/Long Term Disability and Critical Care/Illness Protection
•\tLife Insurance and Retirement Plans
•\tEmployee Assistance Program
•\tWith this position, you will get the opportunity to work with our game changing clients and further advance your already valuable experience in the telecom industry!

•\tWe are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

•\tWe are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

•\tWe give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!
•\tKelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.
•\tFor more information click Equal Employment Opportunity is the law.
•\tYou should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A recruiter will confirm and share more details with you during the interview process.

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