Telecom Customer Support Specialist
Telecom Customer Support Specialist 382 Communications Dedham, MA | Grand Rapids, MI | Remote Eligible Full-Time | Monday – Friday, 8:00 AM – 5:00 PM EST About 382 Communications 382 Communications is a telecom company headquartered in Dedham, MA, specializing in enterprise voice, data, and network services. With over two decades of experience, we provide carriers and enterprise clients with scalable, low-latency solutions including call termination, SIP trunking, local and toll-free services, and SMS/MMS messaging — all backed by 24/7 support. At 382 Communications, great service isn’t just a promise — it’s core to how we operate. Position Overview We are looking for a detail-oriented, customer-focused Telecom Customer Support Specialist to join our team. In this role, you will serve as a key point of contact for our customers, vendors, and internal staff — managing support tickets, resolving issues, and ensuring clear, timely communication throughout the process. You will be primarily working within our ticketing system, over email, and via internal chat. Success in this role requires sharp organizational skills, excellent written and verbal communication, and the ability to stay calm and focused during high-volume or outage events.
Key Responsibilities
- Monitor the service board to ensure all tickets are assigned, acknowledged, and progressing within SLA targets (Real-Time Queue Management).
- Serve as the primary point of contact for customer inquiries and concerns, working to deliver timely, accurate resolutions.
- Communicate professionally and proactively between customers, vendors, and internal staff via the ticketing system, email, and internal chat.
- Stay on top of all open communications — responsiveness and follow-through are critical to this role.
- Identify when escalation is needed and route issues appropriately to the right internal teams or vendors.
- Quickly learn 382’s services, common issue types, and standard resolution procedures to handle recurring problems with confidence.
- Manage high volumes of information calmly and effectively during outages or peak-volume periods, prioritizing actions in real time.
- Collaborate closely with internal staff and vendors to ensure seamless issue resolution and customer satisfaction.
Qualifications
Required:
- Experience working with help desk or ticketing software (ConnectWise or similar platform strongly preferred).
- Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, etc.).
- Comfortable working in Windows-based environments.
- Excellent written and verbal communication skills — clear, professional, and prompt.
- Ability to manage competing priorities and remain composed under pressure during high-volume events or outages.
- Strong organizational skills with a keen attention to detail.
- Self-motivated and able to work independently in a remote or hybrid environment.
Nice to Have:
- Background or familiarity with telecommunications (VoIP, SIP trunking, DID, toll-free services, etc.).
- Experience supporting enterprise or carrier clients.
- Familiarity with escalation workflows in a technical support environment.
Work Details
- Location: Candidates based in the Dedham, MA or Grand Rapids, MI areas preferred. This is a work-from-home eligible position.
- Schedule: Monday through Friday, 8:00 AM – 5:00 PM EST.
- Employment Type: Full-Time.
Why Join 382 Communications?
- Be part of a tight-knit, experienced team that values individual contributions.
- Work with a growing company at the intersection of traditional telecom and next-generation AI voice technology.
- Enjoy the flexibility of remote work while staying closely connected with your team.
- Gain deep knowledge of enterprise telecommunications — a skill set with lasting career value.
Apply tot his job Apply To this Job