Customer Service Rep II

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. Additionally, this position will be responsible for responding to alerts from servers, applications, and network and assigning to appropriate support personnel.

Responsibilities

• The IT Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. The schedule for this is Tuesday through Saturday, 8:00 AM to 5:00 PM US Eastern Time (assumes one hour of breaks and eight hours of working time). This equates to Tuesday/Wed through Saturday/Sunday, 5:30 PM to 2:30 AM India Time. Candidate must be willing to work other shifts, including holidays and weekends, to ensure coverage.
• Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
• Monitor and respond to multiple channels of customer communication including chat, email, and phone.
• Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
• Support the following types of calls, questions, or tickets (not all-inclusive):
  • IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS)
  • IT Infrastructure (ex. telephones, network/internet connectivity)
  • Customer Service Requests (ex. password resets, VPN token resets, service questions)
  • Application Troubleshooting
• Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
• Team closely with Network Operations, Server Operations, Security Operations, Application Operations and Customer Service Center to help design, manage, and maintain alerts into the Service Desk - NOC area as well as interface with these teams as needed in support of end user or customer requests/issues.
• Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested.
• Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates.
• Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
• Learn and understand all provided training materials associated with the industry, application, customer service, and related processes/procedure.
• Gain a thorough understanding of internal processes and assist as needed

Qualifications

Job Qualifications:

• A passion for customer service and satisfaction and wanting to have a positive impact on your teammates.
• Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position.
• Familiarity with Linux, Windows, AI/Co-Pilot, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology.
• Microsoft Office troubleshooting skills and Desktop support experience.
• Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence.
• Initiative, critical thinking and good follow-through.
• Being a self-starter and an excellent team player.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.