Technical Customer Service Representative

Job description

As an 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: 6AM - 3PM, days vary Second Shift: 2PM - 11PM, days vary Third Shift: 10PM - 7AM, days vary Essential Roles, Responsibilities & Duties - not limited to: 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 co...