Customer Support Specialist

2 months ago


Melbourne, Florida, United States TCI Technology Consulting Inc Full time

Technical Customer Service Representative

TCI Technology Consulting Inc is looking for a dedicated Technical Customer Service Representative for a contract-to-hire role.

Position Overview:

  • Deliver technical assistance through incoming and outgoing communications, manage email queues, and document data in an Incident Management System within a Call Center environment.
  • Oversee alarm signals, assess, and troubleshoot network issues to proactively reduce disruptions and impacts on service.
  • Employ software applications and protocols to allocate field technicians to various tasks.
  • Maintain incident tickets for Field Technicians and support them in resolving technical issues.
  • Adhere to established procedures, prioritize responsibilities, and swiftly adapt to evolving circumstances in a collaborative setting.
  • Acquire knowledge of OSI Model and IP/TDM technologies through team-led training sessions.
  • Exhibit exceptional communication skills, customer service orientation, and meticulous attention to detail.
  • Capable of functioning in a 24/7 network Call Center atmosphere with flexible scheduling and on-call responsibilities.

Qualifications:

  • High School Diploma with a minimum of 6 years in customer service or an Associate's Degree with at least 2 years of relevant experience.
  • Outstanding customer service abilities and proficient typing skills.
  • Strong focus on detail, compliance with policies, and established procedures.
  • Must be a US Citizen and able to secure Public Trust Security Clearance.

Preferred Skills:

  • Experience with networking concepts related to OSI Layers 1, 2, and 3.
  • Familiarity with networking technologies including SONET, TDM, RF, OSPF, BGP, MPLS, and HSRP.
  • Proficient in Network Management tools and Office Software.
  • Interest in monitoring metrics and enhancing operational efficiency.
  • Experience with Remedy Incident Management System or Dispatch tools.


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