Customer Service Rep II

Overview

Responsibilities

• The IT Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. The schedule for this is Sunday through Thursday, 3:00 PM to Midnight US Eastern Time (assumes one hour of breaks and eight hours of working time). This equates to Monday through Friday, 12:30 AM to 9:30 AM India Time. Flexibility to work other shifts as needed for coverage is required.
• Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
• Monitor and respond to multiple channels of customer communication including chat, email, and phone.
• Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
• Support the following types of calls, questions, or tickets (not all-inclusive):
• IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS)
• IT Infrastructure (ex. telephones, network/internet connectivity)
• Customer Service Requests (ex. password resets, VPN token resets, service questions)
• Application Troubleshooting
• Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
• Team closely with Network Operations, Server Operations, Security Operations, Application Operations and Customer Service Center to help design, manage, and maintain alerts into the Service Desk - NOC area as well as interface with these teams as needed in support of end user or customer requests/issues.
• Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested.
• Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates.
• Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
• Learn and understand all provided training materials associated with the industry, application, customer service, and related processes/procedure.
• Gain a thorough understanding of internal processes and assist as needed

Qualifications

• Job Qualifications:
• A passion for customer service and satisfaction and wanting to have a positive impact on your teammates.
• Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position.
• Familiarity with Linux, Windows, AI/Co-pilot, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology.
• Microsoft Office troubleshooting skills and Desktop support experience.
• Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence.
• Initiative, critical thinking and good follow-through.
• Being a self-starter and an excellent team player.
• If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
• TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.