Pyramid Consulting, Inc · 4 weeks ago
Customer Care Support Technician
Charlotte, NC
Full-time
Hybrid
Entry Level
$18/hr - $19.20/hr
1+ years expPyramid Consulting, Inc. is a leading company in the Telecommunications industry, and they are seeking a Customer Care Support Technician for a contract position. The role involves delivering high levels of customer satisfaction, managing voice trouble reports, and providing technical support for voice and data services.
ConsultingInformation TechnologyLegalProfessional ServicesSoftwareStaffing Agency
Responsibilities
Deliver the highest level of customer satisfaction for all incoming support/repair call center traffic with the understanding of being able to handle 70% of issues/requests being reported/submitted without additional support
Manage the resolution of all voice trouble reports not derived from core, data/internet issues in a 7x24x365 operational environment
Build and preserve supportive working relationships with customers with a customer-first attitude
Execute customer voice network troubleshooting, repair, and move/add/change support
Identify, investigate, and resolve chronic voice issues within the customer’s network
Provide constructive feedback regarding process improvements to increase internal efficiencies and improve customer experience
Increase customer satisfaction by decreasing procedural errors while providing educated and knowledgeable service assurance methods to solve the customer’s problem versus correcting a symptom
Maintain the reduction in operations intervals by provisioning voice related services and IP telephony equipment. Other duties as assigned
Troubleshooting and service restoral of supported equipment and services
Handle all voice-related troubles not derived from core or data/internet issues through first-call resolution
Provide Tier I support for data/internet/firewall-related equipment and products
MACD Service Delivery Support – Complete customer-requested moves, adds, changes, and disconnects of communications-related services (voice, data, internet) including ticket creation, switch/equipment provisioning/shipment, and billing updates
Process all internal MACD requests under $500.00 including those directly from the customer (via phone and/or email)
Manage inbound and outbound calls per departmental policies and procedures. Effectively communicate with customers to understand customer needs
Create and manage trouble tickets per departmental policies and procedures
Manage Type II services
Manage and perform special projects as assigned
Qualification
Required
1 Year of Information Technology, Technical Support, Troubleshooting Experience and customer service experience required
Strong communication and listening skills are a must
Proficient Computer Skills required
Excellent written and verbal communication skills
Empathetic listener and persuasive speaker
The ability to work across teams for resolution
Must possess the ability to think strategically/analytically to propose optimal solutions rather than addressing the symptoms from a service delivery/voice network support perspective
Must be adaptable while performing well under pressure
Ability to take independent action based on technical skills and sound judgment while prioritizing based on need
Must demonstrate the ability to assume new levels of responsibility and deal effectively with other people
Understanding of Layer 1 (Physical Layer) such as copper loop, T1, DS3, and fiber services is a must
Understanding network protocols, troubleshooting methodologies and equipment testing/provisioning and/or relatable work experience within the communications industry is a must
Preferred
Associates Degree in Technical Discipline preferred or Equivalent/Related Work Experience
Understanding of Layer 2 and Layer 3 Ethernet services is preferred but not required
Understanding SIP, ISUP/SS7 signaling and TDM technology is preferred
Understanding of managed services is preferred but not required
Benefits
Health insurance (medical, dental, vision)
401(k) plan
Paid sick leave (depending on work location)
Company
Pyramid Consulting, Inc
Pyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets.
5001-10000 employees
H1B Sponsorship
Pyramid Consulting, Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (178)
2024 (112)
2023 (95)
2022 (62)
2021 (50)
2020 (117)
Funding
Current Stage
Late StageLeadership Team
Ramesh Maturu
President and Co-Founder
Manish Kaushik
Chief Financial Officer
Recent News
2025-08-18
Company data provided by crunchbase