Technical Customer Service Representative - OSC (First Shift)

QTS Data Centers•Atlanta, GA

5d•Onsite

About The Position

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.

Requirements

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, ServiceNow, 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
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

One or more years of experience in a data center or similar mission-critical environment
CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft 365 Certified: Fundamentals Certification
Microsoft Office Specialist Certification

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