Customer Service

We are looking for a detail-oriented Customer Service team member to support day-to-day client interactions for a Contract position based in San Bernardino, California. This role is ideal for someone who communicates clearly, resolves issues efficiently, and helps maintain a positive service experience across multiple touchpoints. The position also calls for technical familiarity with networking environments to assist with customer questions, troubleshooting coordination, and service-related follow-up.

Responsibilities:
• Respond to customer inquiries through appropriate communication channels and provide timely, accurate updates on service-related matters.
• Investigate reported concerns, document key details, and coordinate with internal teams to drive issues through resolution.
• Maintain organized service records, ensuring customer interactions and outcomes are tracked clearly and consistently.
• Explain products, service processes, and technical information in a way that is easy for customers to understand.
• Support customers with basic troubleshooting coordination involving networking equipment and connectivity-related questions.
• Work closely with cross-functional teams to escalate complex cases and help ensure a smooth customer experience.
• Monitor open requests and follow up proactively so customers remain informed on progress and next steps.• Experience in a customer service or customer support role with a strong focus on responsiveness and professionalism.
• Working knowledge of Cisco networking technologies, including Cisco routers and broader Cisco networking concepts.
• Familiarity with security and firewall platforms such as Palo Alto Firewall and Cisco ASA.
• Understanding of Border Gateway Protocol (BGP) and related network connectivity principles.
• Strong verbal and written communication skills with the ability to explain technical topics clearly.
• Ability to manage multiple priorities, maintain accurate records, and handle customer concerns with sound judgment.
• Comfortable collaborating with technical and non-technical stakeholders in a fast-paced environment.