Technical Customer Service Representative

TCI has an immediate need for a Technical Customer Service Representative in Melbourne, FL . This is a contract-to-hire opportunity.

THIS POSITION REQUIRES US CITIZENSHIP AND A PUBLIC TRUST SECURITY CLEARANCE PRIOR TO START.

SUMMARY

This innovative position will offer candidates the opportunity to start as a Customer Service Representative (CSR) with the expectation for continued growth and progressing into roles of increasing responsibility and technical knowledge to potentially become a Network Operations Specialist (NOS).

RESPONSIBILITIES

• Provide technical support handling inbound and outbound calls, managing Outlook Email queues, and inputting data to an Incident Management Queue in a Call Center environment.
• Monitor alarm conditions, analyze, and troubleshoot network to proactively identify and minimize disruption and impact to the FAA network.
• Use software tools and procedures, check availability and assign field technicians to jobs.
• Maintain Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).
• Able to follow standard procedures and prioritize tasks according to urgency and importance, in a team environment and adapt quickly to new procedures and changing situations.
• Ability and willingness to learn the OSI Model.
• Willing to participate in team training to learn IP and Time Division Multiplexing (TDM) technologies.
• Ideal candidate will have proven communication and customer service skills, strong attention to detail and be able to remain calm during urgent situations.
• Work in an onsite 24x7 network Call Center environment where shift and workday flexibility is required, along with on-call hours.
• Support short-term emergency evacuation to local backup facilities, if initiated.

REQUIREMENTS

• Minimum of a High School Diploma and 6 years customer service experience OR Associates Degree with 2+ years of experience.
• Excellent Customer Service skills.
• 6 years of excellent customer service experience.
• Accurate typing skills.
• Ability to follow standard procedures.
• Prioritize tasks according to urgency and importance.
• Ability to work in a fast paced, team environment and adapt quickly to new procedures and changing situations.
• Position requires strong attention to detail and adherence to policies and procedures.
• Ability to log detailed notes regarding communications between responsible parties regarding requests.
• Must be a US Citizen and have the ability to obtain a Public Trust Security Clearance prior to start.

Preferred (nice-to-have) Qualifications

• Networking experience with OSI Layers 1, 2, and 3.
• Networking technologies experience with SONET and / or Time Division Multiplexing (TDM).
• Familiarity working with networking technologies such as RF, OSPF, BGP, MPLS, and HSRP.
• Employ test methods to analyze channelized / unchanneled T1, T3, utilizing DACs equipment, Ethernet, IP, Frame Relay, ATM, WAN, LAN, SONET, and TDM.
• Experience with Network Management tools such as Cisco Prime SNMPc, Orion, and Netflow.
• Experience in UNIX and Remote Access solutions.
• Experience with call center phone systems and working with geographically dispersed teams.
• Interest to track metrics and seek operational improvements using Excel.
• Experience with Office Applications (Outlook, Excel), Remedy Incident Management System (or equivalent), or Dispatch experience.
21 hours ago