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.