Title: Senior Customer Service Technician
Term: 6 Months
Location: Annapolis, MD
Long term contract opportunity in Annapolis, MD for a Senior Customer Service Technician.
Day-to-Day Responsibilities:
Term: 6 Months
Location: Annapolis, MD
Long term contract opportunity in Annapolis, MD for a Senior Customer Service Technician.
Day-to-Day Responsibilities:
-
Provide exceptional customer service in support of customer requests.
- Handle incoming calls and ascertain if the call is of a customer service or technical nature.
- Open call and trouble tickets in our ticketing system database for all incoming inquiries.
- Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.
- Track open trouble tickets to resolution.
- Interface with Operations Center personnel customers technicians and management.
- Troubleshoot/configure airport devices used for the management of air passenger baggage.
Qualifications:
-
HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.
- OR in the absence of a HS diploma, GED or AA/AS degree, 6 years of relevant experience is required.
- Knowledge of O365 collaboration tools and applications.
- One or more years of customer service experience, required.
Preferred Qualification:
- Ability to work in a 24/7 Operational Environment.
- Basic knowledge of digital communication and network environment.
- Strong understanding of ITIL practices.
- Experience with Remedy and/or ServiceNow platforms.
About our client
Our client is a multibillion-dollar company that provides technologically advanced solutions for global aerospace and the defense industry. With over 68,000 employees they can continue their legacy of quality, trust, and customer service. If you want to work with the most innovative and passionate people and soar together, apply today.