Service Support Specialist Opportunity in Kinston, NC
Job Summary
We are seeking a hard-working and reliable Service Support Specialist to join our growing operation. In this role, you will work in our Service Department, supports the Service Department as a primary contact for customers and internal teams, handling calls, remote troubleshooting, and backup scheduling/dispatch. The ideal candidate is professional, detail-oriented, calm under pressure, and committed to delivering exceptional service. We prefer candidates who have some experience, but we are willing to train.
Duties and Responsibilities
Customer Support & Communication
Answer incoming service-related phone calls in a professional, courteous, and timely manner
Assist customers with basic troubleshooting and remote support for our Core 4 (Access Control, Cameras, Burg and Fire Systems)
Accurately document customer issues, resolutions, and next steps through our CRM System (FieldHub)
Provide clear communication to customers regarding service status, expectations, and follow-up
Service Coordination & Administrative Support
Create, update, and manage service tickets with accuracy and attention to detail
Serve as backup support for scheduling and dispatching service technicians as needed
Coordinate with technicians, supervisors, and dispatch to ensure efficient service flow
Assist with prioritizing service calls based on urgency, contractual obligations, and customer needs
Internal Collaboration
Work closely with the Dispatch, and Technicians to ensure seamless customer support
Escalate complex or unresolved issues appropriately while maintaining ownership of the customer experience
Support department initiatives, process improvements, and documentation as needed
Requirements and Qualifications
High school diploma or equivalent
1–3 years of customer service experience (technical or service-industry experience preferred)
Strong phone presence and professional communication skills
Ability to remain calm, organized, and solution-focused in high-volume or high-pressure situations
Proficient with computers, including CRM or service management software, email, and Google Workspace
Preferred Qualifications
Familiarity with scheduling, dispatching, or service coordination
Basic technical aptitude and comfort troubleshooting over the phone
Skills & Competencies
Excellent verbal and written communication
Strong attention to detail and documentation accuracy
Time management and prioritization skills
Problem-solving mindset with a customer-first approach
Team-oriented with the ability to work independently when needed
How to Apply
Qualified applicants should apply in person at online at www.megaforce.com.
