Description

This role provides customer service representative support for customer Service Desk operations. This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual should be detail oriented in order to capture customer inquiries appropriately. Role requires excellent oral and written communication skills. Personnel work first, second, third, and weekend shift work to support 24x7x365 support. This position will work a Panama shift which are 12 hours shifts working 6PM-6AM.

Primary Responsibilities:

This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and implementing appropriate corrective action to initiate a repair or return. This role analyzes recurring problems and initiates solutions for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers with Windows or Linux OS) to perform technical software configuration, rebooting, and other remedial actions. Responsible for developing and applying in-depth understanding towards solutions of technical issues and problems in multiple area of disciplines that are undefined and complex. Issues are complex in nature, team members respond to and address customer technical challenges through the diagnosis, analysis, application, and monitoring of complex solutions across multiple technical platforms which span organizational structures and classification levels. This role is also responsible for installation, configuration, administration, support, and maintenance of systems, including associated hardware. This position requires working a twelve-hour rotating shift.

• Works to achieve key project/program objectives and deliverables.
• Responsible for entire projects or processes spanning multiple technical areas.
• Manages large projects or processes with moderate impact on the achievement of sub-family results.
• Develops solutions to technical problems and issues that are unclear and require deep technical knowledge.
• Regularly employs ingenuity and creativity to develop new technical solutions and systems to achieve functional objectives.
• Communicates with internal team members across multiple areas and client team members.
• May communicate with parties external to the organization (e.g., sub-contractors, vendors, etc.).
• Works to influence project/team leaders regarding solution design, process and/or approaches.
• Requires deep understanding of and ability to apply principles, theories, and concepts.

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Experience planning and leading major technology assignments.
• Experience evaluating performance results and recommending major changes affecting short-term project growth and success.
• Experience as a technical expert across multiple project assignments.
• Experience with interacting with customers to handle service inquiries and problems.
• BS with 4 or more years of prior relevant experience or Masters with 2 or more years of prior relevant experience. Will consider work experience in lieu of a degree.