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The Operations Service Center Technical Customer Service Representative (TCSR) will be primarily responsible for manning the phone queue, chat, and email, projecting a professional company image through phone, chat, and email interaction, monitoring alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. In order to resolve unique network and system-related challenges and to promote growth in individual employee skill sets, other duties and responsibilities will be assigned by management as needed. Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.
As a TCSR, you are the first line of support between internal customers (employees) and external customers. You will assess incoming requests, evaluate their priority and nature, resolve them directly when possible, or escalate them to the appropriate teams for further action. Your role is critical in ensuring efficient and professional resolution of technical issues while maintaining customer satisfaction.
The Operations Service Center is a 7 x 24 x 365 organization; however, the European OSC operates during standard business hours. The OSC staffs for business needs; therefore, there may be a possibility in the future for changes in work hours or workdays.
Responsibilities, other duties may be assigned:
Answer phones, respond to customer requests via chat and email.
Provide technical support to troubleshoot customer issues.
Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy.
Assess, prioritize, and resolve incoming requests or escalate them to relevant teams.
Provide resolution or escalation for incidents as required by QTS Service Level Agreements.
Conduct basic troubleshooting and provide detailed notes when escalation is required.
Ability to coordinate with upstream providers regarding issues, status, changes.
Thorough understanding of QTS products and services; strong familiarity with respective service catalogs.
Identifies opportunities for value-added process improvement.
Awareness of when to send customer communication based on impact to customer.
Identify patterns that could potentially lead to issues and escalate or resolve as needed.
Accountable for status of created tickets, follow-through, resolution, and closure.
Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type.
Follow up with customer inquiries not immediately resolved.
Basic Qualifications:
Minimum secondary vocational education (MBO 4 – Middelbaar Beroepsonderwijs niveau 4) in ICT, Computer Science, Application Development, or equivalent professional experience.
One or more years of IT experience in a customer-focused role.
Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.
Competent in Microsoft Office Suite.
Knowledge of a broad array of systems and software troubleshooting is preferred.
Ability to adapt to change in the fast-paced and ever-evolving world of data centers.
Preferred Qualifications:
Experienced with or willing to learn routing and switching technologies, Domain Name Services (DNS), Firewall technologies.
Experienced with or willing to learn in a data center or similar mission-critical environment.
Knowledge, Skills & Abilities:
Ability to make reliable decisions during high-pressure situations.
Excellent verbal, written, and listening skills along with the ability to take accurate notes.
Strong customer care and customer satisfaction capabilities.
Able to maintain a sense of urgency.
Strong analytical and critical thinking skills.
Ability to work independently as well as being a strong team player.
Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.
Ability to work with frequent interruptions and refocus quickly.
Total Rewards:
25 days' holiday per year, in addition to the Dutch national holidays
Access to a lease car program on completion of probation period (including the option for private use), or a travel allowance of €0.23 per KM tax free for commuting between home and work
A 5% pension contribution calculated on gross monthly salary
Reimbursement up to €5,250 gross per calendar year for professional development training
The duties and responsibilities described here are not exhaustive and additional assignments, duties, or responsibilities may be required of this position. Assignments, duties, and responsibilities may be changed at any time, with or without notice, by QTS in its sole discretion. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on TalentAcquisition@QTSDataCenters.com