Customer Service Rep II at Transaction… · Greater…

Summary: Transaction Network Services (TNS) is a company that values both professional and personal excellence. They are seeking a Customer Service Rep II to assist customers by providing information about products and services, answering questions, and resolving issues while also managing alerts from various systems and applications. Responsibilities: - 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 Required Qualifications: - 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 Preferred Qualifications: - Working knowledge of JavaScript coding is a plus Required Skills: Helpdesk Support, Linux, Windows OS, MAC OS, Networking Concepts, AWS Concepts, Security Concepts, JavaScript, Microsoft Office Troubleshooting, Desktop Support, Customer Service Benefits: Medical and dental coverage, Life insurance, Paid holidays and vacations, 401K plan with company match