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 contractsKNOWLEDGE, SKILLS, AND ABILITIESAbility 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 CertificationTOTAL REWARDS This role is also eligible for a competitive benefits package that includes: medical, dental, vision,…