• The Customer Service Representative position within INOC’s Service Desk is the first point of contact for phone calls and emails. The person in this position is required to work in a team environment, under limited supervision and reports to the NOC Manager. Due to the nature of INOC’s 24×7 support business, the Customer Service Representative must be present in the Network Operations Center (NOC) at all times during the work shift.

    INOC’s Service Desk provides communication, information, and resolution to customers who call in with issues. As the first point of contact for the customers, the Customer Service Representative’s goal is to provide an efficient and effective response to customers’ problems and concerns by providing quick answers, escalations, straightforward resolutions, and accurate results.

    Basic time allocation between position responsibilities is as follows:

    •  Incoming call / email handling                                                                                      85%
    • Training                                                                                                                                  10%
    • Respond, coordinate and follow-up on phone calls, emails and web requests   5%

    Responsibilities:

    • Answer incoming calls in a pleasant and helpful manner
    • Listen to voicemail messages and respond to customers’ requests
    • Escalate issues to Shift Lead
    • Update customers regarding the status of their inquiries or issues via telephone or email
    • Research and resolve issues such as documentation requests, repeat issues, and follow-up as appropriate
    • Execute projects given by Supervisor

    Knowledge Requirements:

    • Excellent customer service, written and oral communication skills
    • Solid computer skills and a passion for technology
    • Two years experience in a customer service position preferred
    • A high level of professionalism
    • Experience with problem research and resolution a plus
    • Ability to work independently as well as with a team

    Typical NOC Assignments: Service Desk

    Typical time in position: 6 months – 1 year

    Promotion Requirements:

    • Become versed in INOC call handling culture and be able to handle any customer’s incoming calls