Job Description

TCI has an immediate need for an IT Customer Service Representative in Melbourne, FL. This is not a Corp2Corp opportunity. This is a long-term contract opportunity with the probability of becoming permanent. In addition to competitive, market-rate based pay, TCI provides all our Consultants with Comprehensive Medical/Dental Insurance, 401k, Life Insurance and Long-Term Disability benefits.
Please note that this position requires US Citizenship due to the FAA Public Trust Security Clearance requirement.
SUMMARY
The IT Customer Service Dispatch Agents are responsible for handling Inbound and Outbound Calls, Email and an Incident Management Queue in a 24x7x365 IT Call Center environment.
RESPONSIBILITIES
  • Using the tools and procedures provided you will be responsible to find the closest technician to a site in need, check their availability and work out the logistics to get them on the road within the allotted timeframe while following standard procedures.
  • The ideal candidate will have excellent communication and customer service skills, be detail oriented and be able to remain calm during urgent and sometimes stressful situations.
  • Ability to support Disaster Recovery Plan, if initiated.
  • Clearly and effectively share information using oral and written communication skills.
  • Responsible for maintaining all Incidents for the Field Technicians and other Customer Service Representatives. (Submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).
REQUIREMENTS
  • 5 years of customer service (Dispatch experience a plus).
  • Associate’s Degree in a related field is desired.
  • Candidates must have a flexible schedule. (2ndshift, On Call Nights and Weekends, work on Holidays).
  • Excellent Customer Service skills.
  • 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 show proof of citizenship.
  • Must currently possess or have the ability to obtain a FAA Public Trust Security Clearance prior to start.
Preferred Additional Skills
  • Experience with Office Applications (Outlook, Excel).
  • Experience with Remedy Incident Management System (or equivalent).
  • For advancement, the selected candidate must be able to upgrade to a FAA Secret Security Clearance if required.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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