Customer Service Rep II

Transaction Network Services (TNS) is a company that values the contributions of its employees and is seeking a Customer Service Rep II to assist customers with information about products and services while resolving issues. The role involves monitoring customer communications, managing tickets, and providing support for various IT applications and infrastructure.

Responsibilities:

• Customer service skills such as; patience, attentiveness, attention to detail, and clear communication are vital and Windows/MAC PC, and general end user support in a variety of technologies are required
• 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

Requirements:

• 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, 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
• Working knowledge of JavaScript coding is a plus