Teamswell

GENERAL SUPPORT SPECIALIST

The General Support Specialist plays a critical role in driving the sales process by qualifying inbound leads, building and growing the sales pipeline, and helping to create, advance, and close sales opportunities. This role also serves as the second line of customer support, focusing on troubleshooting complex technical issues escalated by Insite and Tier 1 (T1) support teams.

The ideal candidate is highly motivated, detail-oriented, and thrives in a fast-paced, customer-centric environment. They should be able to communicate effectively, demonstrate strong technical and sales acumen, and consistently deliver exceptional customer experience. A successful General Support Specialist will be responsive, analytical, proactive, and have a proven ability to solve complex problems efficiently while maintaining a positive attitude.

RESPONSIBILITIES

• Engage with a high volume of residential and B2B customers through inbound sales calls, chats, and support tickets.
• Build and maintain strong relationships with customers and internal teams.
• Clearly communicate value proposition and service benefits to customers and prospects.
• Take a solution-oriented approach to assist customers, resolve inquiries, process orders, and offer additional services that fit their needs.
• Collaborate with T1 Reps (Insite and Internal), Tier 3 Representatives, and the NOC Team to resolve complex customer issues efficiently.
• Cultivate business relationships and ensure an exceptional customer experience throughout the sales and support process.
• Utilize communication tools (phone, ticketing systems, screen sharing, and other technology) to provide seamless customer interactions.
• Support Business Development projects as directed by the Sales Director.
• Assist the Operations Manager with additional sales or support-related initiatives as assigned.
• Troubleshoot and resolve technical incidents and collaborate with internal teams to ensure service quality and timely resolution.
• Contribute to the training and mentoring of junior team members, sharing best practices in technical and customer communication.
• Create and maintain documentation, knowledge bases, and internal procedures.
• Maintain a comprehensive understanding of operations and services to provide accurate and efficient support.

REQUIREMENTS & QUALIFICATIONS

• Bachelor’s degree in Business, Communications, Information Technology, or a related field (or equivalent experience).
• 2–4 years of experience in customer support, technical support, inside sales, or a similar customer-facing role.
• Strong sales acumen with experience in qualifying leads, managing pipelines, and supporting sales cycles.
• Proven ability to troubleshoot technical issues and collaborate across teams for resolution.
• Exceptional communication and interpersonal skills, both verbal and written.
• Demonstrated ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems (such as HubSpot, Salesforce, or Pipedrive) and ticketing platforms.
• High level of attention to detail and a proactive approach to problem-solving.
• Strong customer service orientation and passion for delivering outstanding experiences.
• Ability to adapt to change quickly, stay composed under pressure, and maintain a positive, team-oriented attitude.
• Experience in the telecommunications, technology, or SaaS industry is a plus.