Operations Service Center Technical Customer Service Rep

Operations Service Center Technical Customer Service Rep

3 days ago Be among the first 25 applicants

Who We Are
It’s exciting to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world‑class data centers support our customers’ most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation. As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good.

Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward‑thinking data centers. QTS is a portfolio company of Blackstone.
QTS is Powered by People
. People who play a vital role in our company’s culture, innovation and growth, who are committed to contributing to the communities where we operate, who are knowledgeable, resourceful and mission‑driven. Together, we do great things.

Who You Are
You have a strong commitment to meeting customer needs and improving their experience. You will bring your expertise in navigating technical challenges and a natural curiosity to continue learning and innovating.

The Impact You Will Have
As an Operations Support Center Network Analyst (Technical Customer Service Rep or TCSR) you will primarily manage the phone queue, project a professional company image through phone interaction, monitor the alarm board, manage tickets in the Incident Management System, and troubleshoot technical requests. You will resolve unique network and system‑related challenges which will promote the growth of your skill sets. Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.

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 escape 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 escalated 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+, Microsoft 365 Certified:
  Fundamentals, Microsoft Office Specialist.
• Associate’s degree in computer science, cyber security, management information systems, or 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…