Customer Service Support Specialist

Job Summary

Serving as the first point of contact for the Security Operations Center, the full-time remote Customer Service Support Specialist will manage inbound support requests, triage tickets, and perform first-level resolutions for U.S.-based clients while maintaining coverage across 24-hour shifts.

Key responsibilities

• Answer inbound calls and route them to the appropriate department based on a call tree
• Document all interactions and resolutions in Jira, ensuring accurate ticket management
• Support incident response efforts and escalate complex issues to the appropriate internal teams

Required qualifications

• Minimum of 2 years' experience in an IT support role, preferably in a BPO environment
• Experience handling U.S.-based clients/customers for at least 2 years
• Familiarity with Jira for ticket management is required
• Demonstrated experience in technical support and customer service
• Strong understanding of networking fundamentals and security operations workflows