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QTS Data Centers · 1 day ago

Technical Customer Service Representative-3

Suwanee, GA

Full-time

Onsite

Entry Level

1+ years exp

QTS Data Centers is a global digital infrastructure leader committed to connecting the world for good. They are seeking a Technical Customer Service Representative to provide tier 1 technical support, manage customer interactions, and troubleshoot technical requests while ensuring a professional company image.

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

IT customer support experienceCompTIA A+ CertificationCompTIA Network CertificationCompTIA Security+ CertificationMicrosoft 365 CertifiedServiceNowMicrosoft Office SuiteOSI model knowledgeAnalytical skillsCustomer care capabilitiesCommunication skillsWork independentlyHandle pressure

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

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