QTS Data Centers · 3 hours ago
Technical Customer Service Representative-1
Suwanee, GA
Full-time
Onsite
Entry Level
1+ years expQTS Data Centers is a leading provider of digital infrastructure, committed to supporting customers' growth initiatives. The Technical Customer Service Representative will manage phone interactions, monitor alarms, and troubleshoot technical requests to enhance customer experience and operational efficiency.
Cloud ComputingCloud InfrastructureData CenterWeb Hosting
No H1B
U.S. Citizen Only
Responsibilities
Provide tier 1 technical support to troubleshoot customer/employee issues
Answer phones and respond to customer/employee requests
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
Qualification
Required
One or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support)
One or more of the following certifications: CompTIA A+, CompTIA Network, CompTIA Security+ Certification, Microsoft 365 Certified: Fundamentals Certification, Microsoft Office Specialist Certification
Associate's degree in computer science, cyber security, management information systems, or other related field or equivalent professional experience
Experienced with or willing to learn the required software applications, ServiceNow, etc
Competent in Microsoft Office Suite
Knowledge of a broad array of systems and software troubleshooting is preferred
Foundational knowledge of the OSI model, routing and switching technologies, Domain Name Services (DNS), firewall technologies and active directory
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
Preferred
Two or more years of IT experience in a customer-focused role (Helpdesk, Application or Service Desk support)
Knowledge of a broad array of systems and software troubleshooting
Benefits
QRest Sabbatical.
Employee Stock Purchase.
QTS scholarship for dependents.
Eagle Club award trip eligibility.
Paid volunteer days.
Tuition assistance, parental leave and military leave assistance.
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
Other company benefits
Company
QTS Data Centers
QTS is the digital infrastructure leader – Powered by People, driven by purpose and fueled by a spirit of innovation.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$2.74BKey Investors
General Atlantic
2025-08-13Debt Financing· $1.65B
2021-06-07Acquired
2020-09-23Post Ipo Debt· $500M
Leadership Team
Brent Bensten
CTO
J
Jon Greaves
Executive Vice President - Quality Special Operations
Recent News
2025-12-15
2025-11-08
2025-10-28
Company data provided by crunchbase