Technical Customer Service Representative 1st shift M-F

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.

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

Who We Are:

Its exciting to find yourself standing in a pivotal moment in time. Its even more exciting to be out front leading it. At QTS our world-class data centers are supporting our customers most strategic growth initiatives positioning us at the forefront of todays dynamic digital transformation.

As AI and cloud drive the demand for increased speed capacity and capability QTS has emerged as the global digital infrastructure leader committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation QTS designs builds and operates some of the worlds most advanced forward-thinking data is a portfolio company of Blackstone.

QTS is Powered by People. People who play a vital role in our companys culture innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable resourceful and mission driven. Together we do great things.

Who You Are:

You have a strong commitment to meeting customer needs and improving their experience. You will bring your expertise in navigating technical challenges and bring a natural curiosity to continue learning and innovating.

The Impact You Will Have:

As an Operations Support Center Network Analyst (Technical Customer Service Rep or TCSR) you will be primarily responsible for managing the phone queue projecting a professional company image through phone interaction monitoring the alarm board managing tickets in the Incident Management System and troubleshooting technical requests. You will resolve unique network and system-related challenges which will promote growth your skill sets.

Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.

The Operations Support Center is a 24/7/365 organization which means the position requires shift work. The OSC staffs for business needs; therefore your shift could change. This team is currently hiring for multiple shifts:

• First Shift:8 AM - 5 PM days vary

• Second Shift:4 PM - 1 AM days vary

• Third Shift:Midnight - 9 AM days vary

What You Will Do:

• 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.

What You Will Need to be Successful:

• One or more years of IT experience in a customer-focused role (Helpdesk Application or Service Desk support). Two or more years preferred.

• One or more of the following certifications:CompTIA A CompTIA Network CompTIA Security Certification Microsoft 365 Certified: Fundamentals Certification Microsoft Office Specialist Certification.

• Associates 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.

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.