Call Center Support Specialist

About the role

A Call Center Support Specialist at Cincy Connect Services works directly on customer resolution in support of customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role focuses on specialized execution within customer support outsourcing, with decisions grounded in current records rather than memory or guesswork.

The role is considered successful when customer resolution becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates.

Success Profile

• Use Escalation Management and Account Review confidently in call center support execution.
• Apply Problem Solving without losing track of exceptions, owners, or deadlines.
• Document decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Customer Support, especially when escalation is required instead of assumption.

Responsibilities

• Maintain the Call Center Support Specialist workflow by helping the team handle assigned customer or client requests.
• Track the workflow by reviewing available case history before responding.
• Own the workflow by resolving routine issues within approved authority.
• Coordinate the workflow by documenting commitments and next actions.
• Review the workflow by escalating complex cases with enough context for the next owner.

Role Details

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.