Customer Service Rep II

<p style="text-align:left">An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.<span>  </span>Come join the excellence!</p><p style="text-align:inherit"></p><h2></h2><h2>Overview</h2><p style="text-align:inherit"></p>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.<h2></h2><p style="text-align:inherit"></p><h2><b>Responsibilities</b></h2><p style="text-align:inherit"></p><ul><li><b>The Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. <i>The position’s schedule is Sunday through Thursday, 11:00 PM to 8AM US Eastern Time (assumes one hour of breaks and eight hours of working time). Please note that the position requires work on India and USA holidays. </i></b></li><li>Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.</li><li>Monitor and respond to multiple channels of customer communication including chat, email, and phone. </li><li>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. </li><li>Support the following types of calls, questions, or tickets (not all-inclusive):<ul><li>IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS, Virtual Desktop Instances)</li><li>IT Infrastructure (ex. telephones, network/internet connectivity)</li><li>Customer and End User Service Requests (ex. password resets, VPN token resets, service questions, external customer incident reporting.)</li><li>Application Troubleshooting</li></ul></li><li>Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.</li><li>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.</li><li>Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates.</li><li>Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.</li><li>Learn and understand all provided training materials associated with the industry, application, customer service, and related processes/procedure.</li><li>Gain a thorough understanding of internal processes and assist as needed</li></ul><h2></h2><p style="text-align:inherit"></p><h2><b>Qualifications</b></h2><p style="text-align:inherit"></p><p>Job Qualifications:</p><ul><li>A passion for customer service and satisfaction and wanting to have a positive impact on your teammates.</li><li>Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position.</li><li>Familiarity with Linux, Windows, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology.</li><li>Microsoft Office troubleshooting skills and Desktop support experience.</li><li>Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence.</li><li>Initiative, critical thinking and good follow-through.</li><li>Being a self-starter and an excellent team player.</li></ul><p style="text-align:inherit"></p><p style="text-align:left"><span>If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!</span></p><p style="text-align:inherit"></p><p><span>TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.</span></p>