Senior Tier II Customer Support Coordinator (Telecommunications)

Location: Applicants must reside in the continental United States and be located in the Mountain or Central Time Zones.

Salary: $21.00–$25.00 USD per hour

Company

hirify.global provides mission-critical bandwidth and communications infrastructure, including dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access, across North America and Europe.

What you will do

• Triage, investigate, and resolve complex Tier II customer support cases and escalations.
• Support telecommunications ordering, provisioning, billing, carrier transactions, disconnects, and service orders.
• Handle customer interactions through phone, live chat, email, and case management platforms.
• Coordinate issue resolution with Sales, Billing, Provisioning, Product, Vendors, and Customer Success.
• Support customer onboarding, portal enablement, user access management, and platform troubleshooting.
• Track quality metrics, document cases, report trends, and contribute to process improvement and regulatory compliance.

Requirements

• High school diploma or GED required.
• At least two years of customer service or customer support experience required.
• Strong analytical, organizational, communication, problem-solving, and prioritization skills.
• Ability to manage multiple competing tasks and handle escalated customer situations professionally.
• Experience with telecommunications products, carrier services, billing operations, or service delivery is preferred.
• Applicants must meet the stated United States and Mountain or Central Time Zone location requirement.

Nice to have

• Bachelor’s degree or two to four years of telecommunications industry experience.
• Salesforce experience, including reporting and dashboard functionality.

Culture & Benefits

• Health, dental, and vision insurance.
• Retirement 401(k) savings plan.
• Paid time off, including paid parental leave.
• Potential eligibility for an annual discretionary incentive plan.