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 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. Our customer services desk provides end-user support for proprietary business applications and standard (off the shelf) client software. Job responsibilities include, but are not limited to the following; The IT Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. The schedule for this position is Tuesday through Saturday, 2:30 PM to 11:30 PM US Eastern Time (assumes one hour of breaks and eight hours of working time). This equates to Wednesday through Sunday, 12:01 AM to 9 AM India Time. Must be flexible to work other shifts and holidays as needed for coverage purposes. 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. …