• Operations Service Center Customer Service Representative

    Job Locations US-GA-Suwanee
    Job ID
    Information Technology


    The IT world is evolving. New technologies. New infrastructures. New and more complex customer needs. Every day feels like a shift. There’s a sense of excitement surrounding the future, but also uncertainty. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center provider. We support next-generation cloud and hybrid colocation solutions. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.


    At QTS our people power us to provide expertise, technology and infrastructure for IT decision makers in complex, high-pressure environments. As one of the nation’s largest and fastest growing data center companies we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve a problem, or create a solution to improve lives. 


    We are powered by our people.


    At QTS, we know where IT is going. And we’d like to invite you to join us.


    The Operations Service Center CSR will be primarily responsible for manning the phone queue, projecting a professional company image through phone interaction, managing tickets in the Incident Management System, and queuing requests for Operations Center Engineers. They will report directly to the Operations Center Shift Lead on their respective shift.  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. Customer Service Representatives will be evaluated annually on their execution of their primary responsibilities and any secondary or added responsibilities.


    The Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work. 

    RESPONSIBILITIES, other duties may be assigned

    • Answer phones and respond to customer requests
    • Monitor the Nimsoft alarm board, responding where necessary with tickets or actions
    • Create tickets in the Incident Management System application for all incoming requests and escalate issues according to priority and type
    • Manage the IMS ticket queue per QTS policy and SLA agreements
    • Provide customers with general information as needed
    • Transfer customer calls to appropriate staff where necessary
    • Follow-up on customer inquiries not immediately resolved
    • Distributes tickets within queue system
    • Notifies and/or emails individuals of distributed tickets
    • Screens sales calls and vendors
    • Assists with all Major Incidents including remaining up-to-date will all processes
    • Updating the Credit Watch Lists via the IMS System
    • Generating Reports for customers 
    • Processing Emergency and Change requests
    • Communication notifications for all customers
    • Handles AD account resets
    • Provisioning/De-Provisioning tasks for employees
    • Manage and escalate inbound technical support calls and e-mails to the appropriate technical operations staff.
    • In addition to the primary duties above, there are secondary responsibilities that include:
      • Complete call logs and reports
      • Recommend process improvements
      • Other duties as assigned
      • Provide on-the-job training for new employees
      • Generate and monitor customer service surveys as determined by management


    • High school diploma 
    • One or more years of experience in a customer focused role
    • Excellent verbal and written skills along with the ability to take accurate notes
    • Experienced with or willing to learn the required software applications, including Nimsoft, ServiceNow, Microsoft Office Suite, etc.
    • Must be able to obtain a Public Trust clearance



    • AAS or BS degree in Computer Science, Management Information Systems, or other related field is preferred
    • One or more years of experience in a call center environment


    • Ability to work independently as well being a strong team player
    • Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor


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