Technical Customer Service Representative

Role Overview

As a Technical Customer Service Representative, you will be 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 work in a 24/7/365 organization, which means the position requires shift work. The Operations Support Center staffs for business needs; therefore, your shift could change.

• 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 escalated based upon Operations Service Center policy.

You will have the opportunity to grow your skill sets by resolving unique network and system-related challenges. You will be evaluated quarterly/annually on your execution of your primary responsibilities and any secondary or added responsibilities.

• 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+, Microsoft 365 Certified:
  Fundamentals, Microsoft Office Specialist.
• 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.

• QRest Sabbatical
• Employee Stock Purchase
• QTS scholarship for dependents
• Eagle Club award trip eligibility
• Paid volunteer days
• Tuition assistance
• Parental leave
• Military leave assistance
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending and HSA accounts
• Paid holidays
• Paid time off
• Employee assistance program
• Wellness program