IT Customer Service Representative

3 weeks ago

Melbourne, United States TCI Technology Consulting Inc Full time

TCI has an immediate need for an IT Customer Service Representative in Melbourne, FL. This is not a Corp2Corp opportunity. This is a long-term contract opportunity with the possibility of hire. In addition to competitive, market-rate based pay, TCI provides all our Consultants with Comprehensive Medical/Dental Insurance, 401k, Life Insurance and Long-Term Disability benefits.


Please note that this position requires US Citizenship and a Public Trust Security Clearance prior to start.


SEEKING CANDIDATES FOR ON-SITE ONLY; NO REMOTE WORK


SUMMARY


The IT Customer Service Representatives are responsible for handling Inbound and Outbound Calls, Email and an Incident Management Queue in a 24x7x365 Network Operations Call Center environment. The ideal candidate will have excellent communication and customer service skills, be detail oriented and be able to remain calm during urgent and sometimes stressful situations.


RESPONSIBILITIES


  • Address technical trouble tickets via phone, email, chat or deskside.
  • Provide level I troubleshooting and basic technical assistance.
  • Escalate tickets to next level of technical support as needed.
  • Follow all standard procedures.
  • Prioritize tasks according to urgency and importance.
  • Work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
  • Log detailed notes regarding communications between responsible parties regarding requests.


REQUIREMENTS


  • Minimum High School Diploma with 6 years of prior relevant experience OR 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience.
  • 5 years of customer service experience.
  • Experience with Office Applications (Outlook, Excel).
  • Experience with Remedy Incident Management System (or equivalent).
  • Excellent oral and written communication skills.
  • Excellent Customer Service skills.
  • Technical background preferred but not required.
  • Must have a flexible work schedule. Typical shift is M-F 1st shift, but at times may need to support 2nd shift and participate in On-Call Nights and Weekends and/or holidays.
  • Must be a US Citizen and have the ability to obtain a Public Trust Security Clearance.

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