- Sterling, Virginia, United States
Front-line operational and technical support technician for CyrusOne customers, handling ticket management, shipping/receiving, inventory, and basic Smart Hands services.
Responsibilities
- Monitor ticketing system (Zendesk), email, telephone and other communication channels for new and open customer requests
- Create, acknowledge, update, and complete tickets in accordance with established service-level expectations
- Record accurate and detailed information regarding customer requests, work performed, communications, dependencies, and outcomes
- Review assigned requests for completeness and seek clarification before beginning work when instructions or authorization are unclear
- Provide customers and internal teams with timely updates on the status of assigned requests
Requirements
- High school diploma or GED equivalent
- Technical-school coursework, industry training, college coursework, or an associate degree in information technology, telecommunications, electronics, logistics, or a related field (preferred)
- Nice to have: Up to two years of customer-service, technical-support, logistics, warehouse, telecommunications, or data center experience
- Nice to have: Previous experience in a customer-facing environment
- Nice to have: Experience with ticket-management system such as Zendesk