Customer Support Specialist

Technical Support Waterbury, Vermont


Position at KORE Solutions

Support Specialist

Job Overview

The Customer Support Specialist is part of the Network Operations Center team that supports our custom-engineered power solutions.  

A key responsibility of this position is to develop relationships with our customers. This allows the Customer Experience Specialist to assist our customers better if their system is experiencing an issue. The person in this role will also work with the field service team. They will help develop procedures for repairs to equipment, communicate tasks, and remotely assist the team as they travel.

Work is primarily based out of our Waterbury, Vermont office. However, during system construction and integration, you may be required to travel outside of the office environment to assist with system commissioning or troubleshooting in the field.

Responsibilities and Duties

This position will have a multifaceted set of responsibilities, the most important of which is providing accurate and reliable service to our customers. Other responsibilities include:

  • Assist in the development of procedures for a variety of support requests.
  • Develop procedures for when and how to escalate a support request.
  • Track issues and responses using a centralized software system.
  • Escalate issues through the proper channels within the engineering team when necessary.
  • Serve as the point of contact between a customer and the engineering group.
  • Handle customer expectations during the troubleshooting process.
  • Provide recommendations on troubleshooting techniques to the customer throughout the process.
  • Work with the engineering team to develop a plan to remedy more complex customer requests.
  • Work with the software engineering team to gather and analyze data.
  • Run tests on systems remotely from the KORE Solutions Network Operations Center.
  • Articulate via phone or email a solution to a customer in a clear and concise manner.

Physical Requirements

  • The ability to communicate orally with customers, vendors, and co-workers.
  • Hearing and vision within normal ranges, with or without corrective lenses or an assisted hearing device.
  • Some lifting is expected; occasional exertion of up to 50 lbs. of force may be required.
  • Good manual dexterity is required for the use of computers, mobile devices, and other technologies.
  • The job is primarily performed indoors in a traditional office setting. Extended periods of sitting and extensive work at a computer and phone are expected.


KORE Solutions is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other legally protected characteristics with respect to employment opportunities