Call Center/ Customer Service Customer Service 3 - Job ID#206068 Annapolis, MD Posted: 5/24/2024 Job Description Job ID#: 206068 Job Category: Call Center/ Customer Service Position Type: Associate - W 2 Shift: 2 PDS Defense, Inc. is seeking a Customer Service 3, in Annapolis, MD. Job Description: 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 f... more details
Call Center/Customer Service
Customer Service 3 - Job ID#206068 Annapolis, MD Posted: 5/24/2024
Job Description
Job ID#:
206068
Job Category:
Call Center/Customer Service
Position Type:
Associate - W2
Shift:
2
PDS Defense, Inc. is seeking a Customer Service 3, in Annapolis, MD.
Job Description:
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.
Provide excellent customer service and support for all customer contacts
The successful candidate must:
Demonstrate strong customer service and communications skills - both written and verbal good computer skills good problem-solving skills good multi-tasking skills and ability to work independently.
Demonstrate basic understanding of digital communications and network environment.
Demonstrate excellent customer service skills, outstanding phone skills, good typing skills.
Demonstrate a basic knowledge of MS Windows and Office applications.
Demonstrate strong analytical and effective problem-solving skills.
Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule.
* This position is considered essential personnel*
Required 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.
Must be authorized to work in the U.S. without sponsorship now or in the future. Collins Aerospace will not offer sponsorship for this position.
One or more years of customer service experience, required.
Preferred Qualifications:
Comptia A+ Certification
Excellent customer service skills, outstanding phone skills, good typing skills.
Basic knowledge of MS Windows and Office applications.
Ability to work in a 24/7 Operational Environment.
Basic knowledge of digital communication and network environment.
Strong analytical and effective problem-solving skills.
Strong understanding of ITIL practices.
Experience with Remedy and/or ServiceNow platforms.'
Job Requirements
Minimum Security Clearance:
No Clearance
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
The Company will consider qualified applicants with arrest and conviction records.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled