Technical Customer Service Representative

QTS Data Centers • Atlanta, GA

21h

About The Position

The Technical Customer Service Representative (TCSR) provides tier 1 technical support and customer service through the Operations Support Center (OSC), a 24/7/365 organization. The role manages the phone queue, monitors alarms, handles tickets in the Incident Management System, and troubleshoots technical requests. The representative resolves or escalates incidents according to QTS policies and service-level agreements, documenting troubleshooting and maintaining ownership of tickets through resolution and closure.

This role requires shift work, and shifts may change based on business needs. The currently listed schedules are first shift, 8 AM–5 PM; second shift, 4 PM–1 AM; and third shift, midnight–9 AM. Days vary. U.S. citizenship is required by law because of federal customer contracts.

Requirements

• At least one year of IT experience in a customer-focused role such as Helpdesk, application support, or service desk support.
• One or more of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Fundamentals, or Microsoft Office Specialist.
• Associate degree in computer science, cybersecurity, management information systems, or a related field, or equivalent professional experience.
• Experience with or willingness to learn required software applications, including ServiceNow.
• Competence in Microsoft Office Suite.
• Foundational knowledge of the OSI model, routing and switching technologies, Domain Name Services (DNS), firewall technologies, and Active Directory.
• U.S. citizenship, required by law due to federal customer contracts.
• Ability to make reliable decisions in high-pressure situations.
• Excellent verbal, written, and listening skills, including the ability to take accurate notes.
• Strong customer care and customer satisfaction capabilities.
• Ability to maintain a sense of urgency.
• Strong analytical and critical-thinking skills.
• Ability to work independently and as a team player.
• Ability to handle 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.
• Knowledge of a broad array of systems and software troubleshooting.

Responsibilities

• Provide tier 1 technical support to troubleshoot customer and employee issues.
• Answer phones and respond to customer and employee requests.
• Respond to internal Helpdesk support tickets.
• Respond to alarms and take appropriate corrective action or escalate according to Operations Service Center policy.
• Resolve or escalate incidents as required by QTS Service Level Agreements.
• Perform basic troubleshooting and provide detailed notes when escalation is required.
• Develop a thorough understanding of QTS products and services and familiarity with their service catalogs.
• Identify opportunities for value-added process improvement.
• Maintain ownership of tickets, including status, follow-through, resolution, and closure.
• Create tickets in the Incident Management System for incoming requests and escalate issues according to priority and type.
• Follow up on customer inquiries that are not immediately resolved.
• Escalate issues consistently to the appropriate party and apply accurate ticket priorities.
• Ensure requests are understood thoroughly and handled with attention to detail, including reassignment.
• Follow up with non-operations departments to close aging tickets.
• Ensure the 15/30 process is used for critical and high-priority tickets with OSC engineers.

Benefits

• QRest Sabbatical Program
• Employee Stock Purchase Plan
• QTS scholarship for employee dependents
• Eagle Club award trip eligibility
• Paid volunteer days
• Tuition assistance and tuition reimbursement
• Parental leave
• Military leave assistance and military benefits package
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with Roth and Traditional matching contributions and immediate vesting
• Flexible spending and HSA accounts
• Paid holidays, paid time off, and floating holidays
• Employee assistance program
• Wellness program
• Bonus eligibility
• Pet insurance
• Legal insurance
• Q-Anniversary Service Award Program
• QTS Charitable Matching Gift Program
• QTS Crisis Fund
• Holiday compensation when working on a holiday

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree