Technical Customer Service Representative

About the position

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 which will promote growth 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

Responsibilities

• 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 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.

Requirements

• One or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support).
• One or more of the following certifications: CompTIA A+, CompTIA Network, CompTIA Security+ Certification, Microsoft 365 Certified: Fundamentals Certification, Microsoft Office Specialist Certification.
• 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, ServiceNow, etc.
• Competent in Microsoft Office Suite.
• 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.
• 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.

Nice-to-haves

• Two or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support).
• Knowledge of a broad array of systems and software troubleshooting is preferred.

Benefits

• medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• flexible spending and HSA accounts
• paid holidays
• paid time off
• paid volunteer days
• employee assistance program
• tuition assistance
• parental leave
• military leave assistance
• QTS scholarship for dependents
• wellness program
• QRest Sabbatical
• Employee Stock Purchase
• Eagle Club award trip eligibility
• Total Rewards
• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program