Customer Service Tech Support Specialist (Public Sector)

Mphasis Limited is hiring a Customer Service Tech Support Specialist for an onsite role in San Antonio, TX. This is a high-visibility opportunity within a brand-new program, where you’ll help ensure a smooth customer journey, support critical service availability, and contribute to measurable business impact.

You’ll work in a collaborative environment that values respect, continual improvement, and teamwork across quality and support partners. After training completion, you’ll have access to a flexible work arrangement. The role also offers growth opportunities with potential promotion from within, plus the chance to cross-train and build expertise across Business and Public Sector lines of business. Compensation is USD 18–19 per hour, and you’ll bring at least 2 years of relevant experience.

Responsibilities

• Act as a front-line brand ambassador, providing exceptional support and guidance across customer interactions.
• Handle complex and escalated inquiries quickly and professionally, applying emotional intelligence and collaborating with quality and support teams.
• Turn neutral or negative experiences into positive outcomes through proactive engagement and tailored solutions.
• Use empathy and patience to maintain a consistently positive approach when addressing customer needs.
• Use project management principles to keep key partners informed on ticket status, emerging issues, and opportunities.
• Support service continuity by helping maintain system availability and the functionality of critical services.
• Apply critical thinking and sound judgment to make customer-focused decisions that protect the company’s brand.
• Document customer interactions accurately using designated CRM tools to support clarity and alignment across teams.
• Build meaningful relationships through active listening, genuine interest, and solution-driven support.
• Adapt quickly to change in a fast-paced environment while maintaining a solutions-oriented mindset.
• Communicate clearly and efficiently with internal teams and external stakeholders, both verbally and in writing.
• Demonstrate resilience in a competitive market and remain flexible when situations shift.
• Resolve objections with professionalism and empathy to support successful outcomes.

Requirements

• Customer-first mindset with a positive attitude and strong attention to detail.
• At least 2+ years of experience in Customer Service, Account Management, or Customer Success.
• At least 2+ years of telecom customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM platforms such as Salesforce or Workflow Manager (WFM), and familiarity with Microsoft Office.
• Strong analytical abilities, including identifying patterns, trends, and insights in customer behavior.
• Comfort working in a Secure Workspace (SWS) environment (no personal electronics, pen/paper, etc.).

Preferred Qualifications

• Previous leadership experience.
• Experience resolving customer issues, assisting with billing inquiries, or providing product Q&A.
• Technical troubleshooting experience with hardware, software, applications, networks, or device issues.
• Prior experience in a telecom technical call center environment (Tier 1–2).

Technologies: Salesforce, Workflow Manager (WFM), Microsoft Office.