Position: Customer Support Specialist (Remote)

Date Posted: November 19, 2025

Industry: Information Technology / Customer Service

Employment Type: Full Time

Experience: Not Specified

Qualification: High school diploma or equivalent; professional experience in customer service preferred

Location: United States REMOTE

Company: Converge Technology Solutions Corp.

Description:
Join Converge Technology Solutions Corp. as a Customer Support Specialist

Converge Technology Solutions Corp., in partnership with Pellera Technologies, is seeking a dedicated Customer Support Specialist for a remote, full-time role. This position provides frontline support to Managed Services Clients, addressing diverse technical and user issues while adhering to ITIL methodology. Shifts for this role are Monday–Friday, 10:30 am – 7:00 pm EST, or Thursday–Monday, 7:00 am – 3:30 pm EST.

Key Responsibilities:

• Deliver first-level support for incoming requests from end users, staff, and patients.
• Manage end-to-end support responsibilities, ensuring timely, courteous, and reliable service.
• Follow standard operating procedures consistently.
• Contribute to developing and refining work instructions, procedures, and documentation.
• Mentor and assist new Customer Support Specialists during onboarding.
• Serve as a point of contact for escalating complex issues within the Level 1 support team.
• Conduct regular queue management to maintain adherence to SOPs.
• Maintain skill levels to handle incidents and requests within established service levels.
• Provide feedback based on customer interactions and suggest updates to knowledge management resources.
• Perform other duties as assigned.

Required Skills/Abilities:

• Strong verbal and written communication; professional response to calls, emails, chats, and voicemails.
• Experience in technical writing.
• Innovative, team-oriented problem-solving skills.
• Excellent interpersonal and customer service skills with a commitment to quality.
• Strong organizational, time management, and follow-through abilities.
• Ability to prioritize tasks effectively and delegate when appropriate.
• Comfortable working in a fast-paced and sometimes stressful environment.
• Experience troubleshooting Microsoft Office applications.
• Ethical and critical thinking skills.
• Typing speed of at least 25 words per minute.

Education and Experience:

• High school diploma or equivalent required.
• Previous customer service experience preferred.
• Call center experience preferred but not required.

Physical Requirements:

• Prolonged sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds occasionally.

Equal Opportunity Statement:
Pellera provides equal employment opportunities and prohibits discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.