Customer Service 3 - Job ID#205968

Call Center/Customer Service

Customer Service 3 - Job ID#205968 Annapolis, MD Posted: 5/16/2024

Job Description

Job ID#:

205968

Job Category

Call Center/Customer Service

Position Type

Associate - W2

Duration

6 mo

Shift

3

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***

Basic 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 Qualification:

• 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.

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VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled