Georgia Employer OSC TECHNICAL CUSTOMER SERVICE REPRESENTATIVE - 3R in Suwanee, Georgia
The Operations Service Center Technical Customer Service Rep (TCSR) will be primarily responsible for manning the phone queue, projecting a professional company image through phone interaction, monitoring alarm board, managing tickets in the Incident ManagementSystem, and troubleshooting technical requests. In order to resolve unique network and system related challenges and to 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 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs therefore your shift could change. RESPONSIBILITIES, other duties may be assigned.Answer phones and respond to customer requestsProvide technical support to troubleshoot customer issuesRespond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policyProvide resolution or escalation for incidents as required by QTS Service Level AgreementsConduct basic troubleshooting and provide detailed notes when escalation is requiredAbility to coordinate with upstream provider regarding issues, status, changesThorough understanding of QTS products and services; strong familiarity with respective service catalogsIdentifies opportunities for value-added process improvementAwareness of when to send customer communication based on impact to customer.Identify patterns that could potentially lead to issues and escalate or resolve as neededAccountable for status of created tickets, follow through, resolution, and closureCreate tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and typeFollow-up with customer inquiries not immediately resolved BASIC QUALIFICATIONSAAS or BS degree in Computer Science, Management Information Systems, or other related field is preferred, but will consider commensurate experienceOne or more years of experience in a technical customer focused roleExperienced with or willing to learn the required software applications, including CA, ServiceNow, etc.Competent in Microsoft Office SuiteKnowledge of a broad array of systems and software troubleshooting is preferredFamiliarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologiesMust be able to obtain a Public Trust clearancePREFERRED QUALIFICATIONSTwo or more years of experience in a call center environmentKNOWLEDGE, SKILLS AND ABILITIESAbility to make reliable decisions during high-pressure situationsExcellent verbal, written and listening skills along with the ability to take accurate notesStrong customer care and customer satisfaction capabilitiesAble to maintain a sense of... For full info follow application link.We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals and disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.