Technical Customer Service Rep – 1st shift or 3rd shift

Website QTS Data Centers

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 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 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

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
Must be able to obtain a Public Trust clearance

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

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

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