Technical Customer Service Representative - OSC; First Shift

Position: Technical Customer Service Representative - OSC (First Shift)
The Operations Service Center Network Analyst (Technical Customer Service Rep or TCSR) 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. To resolve unique network and system-related challenges and promote growth in individual employee skill sets, other duties and responsibilities will be assigned by management as needed.

Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.

The Operations Service 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

This posting is for 1st

Shift: Monday - Friday; 8A - 5 P.

Responsibilities:

* Answer phones and respond to customer/employee requests

* Provide tier 1 technical support to troubleshoot customer/employee issues

* 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)

* Accountable for the status of created tickets, follow-through, resolution, and closure

* 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

Basic Qualifications:

* 1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person

* Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience

* One or more years of IT experience in a customer-focused role

* Experienced with or willing to learn the required software applications, including CA, Service Now, etc.

* Competent in Microsoft Office Suite

* Knowledge of a broad array of systems and software troubleshooting is preferred

* Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies

* Must be able to obtain a Public Trust clearance

* US Citizenship for this position is required by law due to federal customer contracts

KNOWLEDGE, SKILLS, AND ABILITIES

* 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

Preferred Qualifications:

* One or more years of experience in a data center or similar mission-critical environment

* One or more of the following

Certifications:

* CompTIA A+

* CompTIA Network+

* CompTIA Security+ Certification

* Microsoft 365 Certified:
Fundamentals Certification

* Microsoft Office Specialist Certification

TOTAL REWARDS

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