Lightpath · 1 day ago
Senior Specialist CSP
Bethpage, NY
Full-time
Onsite
Mid, Senior Level
$55K/yr - $60K/yr
3+ years expLightpath is one of the largest competitive local exchange carriers in the tri-state area, providing cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services. The Senior Specialist Customer Support Professional (CSP) is responsible for developing and enhancing customer relationships through effective support and problem resolution related to the company's network, products, and services.
Communications InfrastructureTelecommunicationsVoIP
Hiring Manager
Elise Santos
Responsibilities
Actively listen to the customer; demonstrate empathy, capture their story, and confirm by feeding it back to them
Provide positive experience by using appropriate word choice, tone, and other soft skills, ask proper probing questions to identify root issues, take ownership of customer concerns, check for questions, and maintain control of the experience
Attempt to provide the customers’ desired solution on the first contact, but in all cases follow up effectively to ensure ultimate completion
Ensure that the story of the customer’s experience and interaction is captured and made available for other employees to reference in the future
Connect and collaborate effectively with other employees and teams to ensure high quality and timely expedition of customer requests
Effectively hand off misdirected customer requests to an appropriate party, ensuring that the customer’s story accompanies the handoff, so that the customer is never forced to tell their story more than once
Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking and offer solutions to issues that are often non-standard/non-routine and require some clarification
Maintain broad knowledge of client products and services
Handle incoming calls and open, track and resolve trouble tickets utilizing Remedy, Netcracker, and carrier/client administration gateways such as Salesforce
Use Graphical Interface Systems, technical schematics, equipment configurations, and internal databases to analyze and resolve clients’ issues
Accurate creation of Remedy tickets
Capturing client’s issue (no inbound, circuit down, call forwarding not in place, etc.) and escalating tickets when appropriate
Submission of tickets to outside vendors
Support client and LPACC requests for feature and functionality changes to the Hosted Service, such reset password, reassign user, replace phones, voice mail set up, Commportal and call barring functionality, softphone support
Completion of BUR requests
Screening all Remedy tickets to confirm:
Client contact for all Out of Service or Service affecting issues
Follow up calls have been completed
Closing tickets when possible
Responsible for billing activities to include:
Explanation of invoice and account charges
Create Billing Dispute Case and assign to appreciate team
Handling customer orders and/or provisioning of customers of the following:
Toll Free Services
Audio and Conferencing
Directory Listings
Caller ID Changes
E911/LIDB updates
Customer Care Online, CommPortal, and Multi-tenant Portal:
Customer enrollment and providing support for all functionalities
Responsible for possessing a thorough understanding of all phases and aspects of customer historical information contained within RBM/CAM Billing, Netcracker, Remedy and Salesforce to resolve customer issues
Responsible understanding and complying with CPNI regulations (Customer Proprietary Network information)
Responsible for handling fraud notifications and interaction with customer to block and resolve
Handles coordination and delivery of customer data needed for subpoena requests from legal department
Ability to understand rates and pricing structures based on customer contracts
Ability to work flexible hours, including evenings, weekends, holidays, and overtime as required
Working knowledge of Remedy, RBM/CAM Billing, Netcrackers, 800/GUI Toll free portals, Business Direct system, Salesforce.com, ATT-Route-It, Hosted Voice web portal, PBX Commportal, Softphone, console assistant, Lightpath Customer Care portal ,E911 Updates, Lumen Support portal, Verizon /GUI, NEUSTAR- Caller ID system
Maintain Average Speed of Answer of 20 seconds for 90 percent of calls
Maintain an abandoned call rate of less than 2 percent
95 percent of customer requests are processed within 1 business day
Resolves 95% of customer requests on first interaction
Achieves score of more than 90% on coaching and monitoring assessments
Ticket resolution rate of 80% for “request” type tickets
Qualification
Required
Strong customer service and technical skills
Ability to work in a fast-paced environment
3 + year experience in the customer service, technical support or help desk field
Excellent communication, writing and interpersonal skills
Strong organizational skills including the ability to handle multiple tasks
Benefits
Medical
Dental
Vision insurance
Yearly bonus program
Company matched 401k
Company
Lightpath
Lightpath is revolutionizing how organizations connect to their digital destinations. It is a sub-organization of Cablevision Systems.
501-1000 employees
H1B Sponsorship
Lightpath 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 (1)
2023 (3)
2021 (9)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Morgan Stanley Infrastructure Partners
2020-07-28Secondary Market
Leadership Team
Rachel Stack
Chief Financial Officer
Doug Turtz
Chief Revenue Officer (CRO)
Recent News
2025-12-13
Government Technology US
2025-12-05
2025-12-02
Company data provided by crunchbase