Customer Service Administrator
2 days ago
We are seeking a highly skilled Customer Service Administrator to join our team at By Light Professional IT Services. As a key member of our operations team, you will be responsible for providing exceptional customer service and support for our communication systems.
Key Responsibilities- Support and operate the Customer Service Desk, receiving and responding to all requests for assistance not resolved by the Army Enterprise Service Desk.
- Ensure trouble tickets or service orders have been submitted in the trouble ticket database of record for all trouble and service requests received.
- Support customer telephone requirements, including responding to service requests, isolation and repair of telephone troubles.
- Process requests for all moves, adds, and changes requirements utilizing the TMS.
- Maintain files for all completed work requests.
- Forward communications trouble tickets to the appropriate work center or branch for fault isolation and problem resolution.
- Support after-duty-hour emergency maintenance requirements, including restoral and/or other actions that cannot wait until normal duty hours.
- Collect, enter, and maintain customer billing data using TMS and conduct customer satisfaction surveys.
- Generate ad-hoc reports on billed services in TMS as requested.
- Accurately maintain the TMS database, identifying physical location and status of the telephone lines for E911 response purposes.
- Education: Possess an associate's degree or higher.
- Minimum of three years of customer service desk experience.
- User-level experience with Microsoft Windows OS, Microsoft Office Products (including Visio), and Adobe Acrobat.
- Fluent in the spoken and written English language, including the usage of technical terms commonly used in information technology (IT), network routing and switching, telecommunications, IT maintenance, and technical control facilities.
- Residential Qualification (On-the-Job) Telephone Management System, Army Enterprise Service Desk.
- Ability to interface with management and brief senior leadership on status of program status and risks (both technical and programmatic).
- Supported the U.S. Army or other DoD Agency.
- Effective communication skills to interface with senior military officials, managers, and subordinates.
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