Technical Customer Service Representative

Technical Customer Service Rep

As a Technical Customer Service Rep or TCSR you will be primarily responsible for managing the phone queue, projecting a professional company image through phone interaction, monitoring the alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. You will resolve unique network and system-related challenges which will promote growth your skill sets.

The Operations Support Center is a 24/7/365 organization, which means the position requires shift work. The OSC staffs for business needs; therefore, your shift could change. This team is currently hiring for multiple shifts:

• First Shift: 8 AM - 5 PM, days vary
• Second Shift: 4 PM - 1 AM, days vary
• Third Shift: Midnight - 9 AM, days vary

What You Will Do:

• Provide tier 1 technical support to troubleshoot customer/employee issues.
• Answer phones and respond to customer/employee requests.
• Respond to internal Helpdesk support tickets.
• Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy.
• Provide resolution or escalation for incidents as required by QTS Service Level Agreements.
• Conduct basic troubleshooting and provide detailed notes when escalation is required.
• Thorough understanding of QTS products and services; strong familiarity with respective service catalogs.
• Identify opportunities for value-added process improvement.
• Accountable for the status of created tickets, follow-through, resolution, and closure.
• Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type.
• Follow up with customer inquiries not immediately resolved.
• Consistently escalate issues to the appropriate party.
• Consistent accurate judgment on ticket priority.
• Consistent thorough understanding of requests and attention to detail (reassignment counts).
• Follow up with non-operations departments to close out aging tickets.
• Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers.

What You Will Need to be Successful:

• One or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support). Two or more years preferred.
• One or more of the following certifications:
  CompTIA A+, CompTIA Network, CompTIA Security+ Certification, Microsoft 365 Certified:
  Fundamentals Certification, Microsoft Office Specialist Certification.
• Associate's degree in computer science, cyber security, management information systems, or other related field or equivalent professional experience.
• Experienced with or willing to learn the required software applications, Service Now, etc.
• Competent in Microsoft Office Suite.
• Knowledge of a broad array of systems and software troubleshooting is preferred.
• Foundational knowledge of the OSI model, routing and switching technologies, Domain Name Services (DNS), firewall technologies and active directory.
• US Citizenship for this position is required by law due to federal customer contracts.

The Skills to Get You There:

• Ability to make reliable decisions during high-pressure situations.
• Excellent verbal, written and listening skills along with the ability to take accurate notes.
• Strong customer care and customer satisfaction capabilities.
• Able to maintain a sense of urgency.
• Strong analytical and critical thinking skills.
• Ability to work independently as well being a strong team player.
• Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.
• Ability to work with frequent interruptions and refocus quickly.

The Perks (and these are just a few!):

• QRest Sabbatical.
• Employee Stock Purchase.
• QTS scholarship for dependents.
• Eagle Club award trip eligibility.
• Paid volunteer days.
• Tuition assistance, parental leave and military leave assistance.

Total Rewards

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is Bonus eligible.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is…