Technical Customer Service Representative

Overview

Who We Are
:
It’s exciting to be at a pivotal moment in time. At QTS, our world-class data centers support our customers’ strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation. As AI and cloud drive demand for speed, capacity and capability, QTS is the global digital infrastructure leader, connecting the world for good. QTS is a portfolio company of Blackstone.

QTS is Powered by People
, a team committed to culture, innovation and community impact.

You are someone who commits to meeting customer needs and improving their experience. You bring expertise in navigating technical challenges and a natural curiosity to learn and innovate.

The Impact You Will Have
:
As an Operations Support Center Network Analyst (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 that promote growth in your skill set.

The OSC is a 24/7/365 organization and shift work is required. Current openings are 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).

• 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 OSC 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.
• Develop a thorough understanding of QTS products and services; familiarity with the 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) for all incoming requests and escalate issues by priority and type.
• Follow up with customer inquiries not immediately resolved and escalate issues when needed.
• Ensure timely communication and maintain consistent ticket priority judgments.
• Follow up with non-operations departments to close out aging tickets.
• Utilize the 15/30 process for critical/high tickets with OSC engineers.

• 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, MIS, or related field, or equivalent professional experience.
• Experience with or willingness to learn Service Now and related software applications.
• Proficiency with Microsoft Office Suite.
• Foundational knowledge of OSI model, routing and switching, DNS, firewall technologies and Active Directory.
• US Citizenship required by law due to federal customer contracts.

• Ability to make reliable decisions in high-pressure situations.
• Excellent verbal, written and listening skills with accurate note-taking.
• Strong customer care and satisfaction focus.
• Able to maintain a sense of urgency and handle multiple tasks under pressure.
• Strong analytical and critical thinking abilities.
• Independent worker and strong team player.

• 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 include medical/dental/vision/life/disability, 401(k), FSA/HSA, holidays, PTO, EAP, wellness program, and other benefits

This position is bonus eligible.

We conform to all laws regarding equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply. We are an equal opportunity employer and all qualified applicants will receive consideration regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, genetic information, family status, protected veteran status, or any other characteristic protected by law.

We prohibit retaliation for reporting discrimination or participating in investigations. Know Your Rights posters and Pay Transparency policies are available as part of our commitment to workplace equality. If you need a reasonable accommodation during the employment process, please email talenta with your request and contact information.