About this role
Job title: Customer Service Rep II
About the Role A role within TNS's Customer Support team focused on helping customers with product and service information, questions, and issue resolution. The position also handles server/application/network alerts and routes them to the appropriate support personnel. This role is based in India and works virtually with a shift aligned to US Eastern Time (Tuesday–Saturday, 11:00 PM–8:00 AM ET, including holidays).
What You'll Do
- Monitor and respond to multiple channels of customer communication including chat, email, and phone.
- Accurately enter/update tickets into a ticketing system, assign tickets per documented schedule, and call technicians as required.
- Support IT Desktop Applications (Outlook, Microsoft Office, VPN, Windows/Mac OS, Virtual Desktop Instances) and IT Infrastructure (telephones, network/internet).
- Handle Customer and End User Service Requests (password resets, VPN token resets, service questions, external incident reporting).
- Perform Application Troubleshooting and monitor Production and Non-Production environments for alarms and performance issues.
- Manage alarm events and technical issues—creating, modifying, troubleshooting, closing tickets, and routing to appropriate teams or vendors.
- Follow written instructions for troubleshooting and provide feedback for updates.
- Support/Perform project tasks and other operations deliverables as requested.
- Learn training materials and gain understanding of internal processes.
What We're Looking For
- A passion for customer service and satisfaction with a positive attitude.
- 1-3 years of customer service experience in a technical Helpdesk or customer-facing role.
- Familiarity with Linux, Windows, macOS, networking concepts, AWS concepts, and security concepts/terminology.
- Microsoft Office troubleshooting skills and desktop support experience.
- Excellent written and verbal communication; ability to author professional and easy-to-follow instructions.
- Initiative, critical thinking, and good follow-through.
- Self-starter and a strong team player.
- If you're passionate about technology and growth, come join TNS.