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Senior Customer Service Technician

  • Location: Annapolis, 21401
  • Salary: $22 - $24 / hour
  • Job Type:Contract

Posted 9 days ago

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:
  • 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.

  • 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.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.