Technical Customer Service Representative (2nd Shift)

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 Management System and troubleshooting technical 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. This role is for 2nd Shift: 4P - 1A M -F.

RESPONSIBILITIES other duties may be assigned.

• Answer phones and respond to customer requests.

• Provide technical support to troubleshoot customer issues.

• 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.

• Ability to coordinate with upstream provider regarding issues status changes.

• Thorough understanding of QTS products and services; strong familiarity with respective service catalogs.

• Identifies opportunities for value-added process improvement.

• Awareness of when to send customer communication based on impact to customer.

• Identify patterns that could potentially lead to issues and escalate or resolve as needed.

• Accountable for 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.

BASIC QUALIFICATIONS

• Associates 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.

• US Citizenship for this position is required by law due to federal customer contracts.

PREFERRED QUALIFICATIONS

• One or more years of experience in data center or similar mission critical environment.

KNOWLEDGE SKILLS AND ABILITIES

• 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.

TOTAL REWARDS

This role is also eligible for a competitive benefits package that includes: 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 and other company benefits.

This position is Bonus eligible.

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive considerations 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.

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with 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.

The Know Your Rights Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.