97 Customer Service jobs in Gainesville

The **Operations Service Center** **Technical Customer Service Rep (T** **CSR** **)** will be primarily responsible for manning the phone queue, projecting a professional company image through phone interaction, monitoring alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. In order to resolve unique network and system related challenges and to promote growth in individual employee skill sets, other duties and responsibilities will be assigned by management as needed. Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.
The Operations Service Center is a 7 x 24 x 365 organization, which means the position requires shift work. The OSC staffs for business needs therefore your shift could change. This role is for 2nd Shift: 4P - 1A, M -F.
**RESPONSIBILITIES** , other duties may be assigned.
+ Answer phones and respond to customer requests.
+ Provide technical support to troubleshoot customer issues.
+ Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy.
+ Provide resolution or escalation for incidents as required by QTS Service Level Agreements.
+ Conduct basic troubleshooting and provide detailed notes when escalation is required.
+ Ability to coordinate with upstream provider regarding issues, status, changes.
+ Thorough understanding of QTS products and services; strong familiarity with respective service catalogs.
+ Identifies opportunities for value-added process improvement.
+ Awareness of when to send customer communication based on impact to customer.
+ Identify patterns that could potentially lead to issues and escalate or resolve as needed.
+ Accountable for status of created tickets, follow through, resolution, and closure.
+ Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type.
+ Follow-up with customer inquiries not immediately resolved.
**BASIC QUALIFICATIONS**
+ Associates degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience.
+ One or more years of IT experience in a customer focused role.
+ Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.
+ Competent in Microsoft Office Suite.
+ Knowledge of a broad array of systems and software troubleshooting is preferred.
+ Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies.
+ US Citizenship for this position is required by law due to federal customer contracts.
**PREFERRED QUALIFICATIONS**
+ One or more years of experience in data center or similar mission critical environment.
**KNOWLEDGE, SKILLS, AND ABILITIES**
+ Ability to make reliable decisions during high-pressure situations.
+ Excellent verbal, written and listening skills along with the ability to take accurate notes.
+ Strong customer care and customer satisfaction capabilities.
+ Able to maintain a sense of urgency.
+ Strong analytical and critical thinking skills.
+ Ability to work independently as well being a strong team player.
+ Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor.
+ Ability to work with frequent interruptions and refocus quickly.
**TOTAL REWARDS**
This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is Bonus eligible.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive considerations for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
The "Know Your Rights" Poster is included here:
Know Your Rights (English) ( Your Rights (Spanish)
The pay transparency policy is available here:
Pay Transparency Nondiscrimination Poster-Formatted ( is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information.
It's exhilarating to find yourself at a pivotal moment in history- and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today's dynamic digital transformation. Our world-class data centers empower our customers' most strategic growth initiatives, positioning us as a global leader in digital infrastructure.
As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.
At QTS, we are _Powered by People_ . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we're achieving remarkable things and shaping the future of digital infrastructure.
And we'd like to invite you to join us.
In addition to a variety of benefit packages, QTS goes above and beyond for our employees:
+ Roth and Traditional 401(k) matching contributions with immediate vesting
+ Every employee is bonus or commission eligible
+ Generous PTO, Paid Volunteer Days Plus Floating Holidays
+ Stock Purchase Plan (SPP)
+ 11 paid Holidays Annually/Holiday compensation when worked
+ Pet and Legal Insurance
+ Q-Rest Sabbatical Program
+ Q-Anniversary Service Award Program
+ Parental Leave for primary and secondary caregivers
+ Military Benefits Package
+ QTS Charitable Matching Gift Program
+ QTS Scholarship for Employee Dependents
+ QTS Crisis Fund
+ Wellness Program
+ Tuition Reimbursement Program

The **Operations Service Center Network Analyst (Technical Customer Service Rep or TCSR)** will be primarily responsible for managing the phone queue, projecting a professional company image through phone interaction, monitoring the alarm board, managing tickets in the Incident Management System, and troubleshooting technical requests. To resolve unique network and system-related challenges and promote growth in individual employee skill sets, other duties and responsibilities will be assigned by management as needed. Technical Customer Service Representatives will be evaluated quarterly/annually on their execution of their primary responsibilities and any secondary or added responsibilities.
The Operations Service Center is a 24/7/365 organization, which means the position requires shift work. The OSC staffs for business needs; therefore, your shift could change. This team is currently hiring for multiple shifts:
+ First Shift: 8 AM - 5 PM, days vary
+ Second Shift: 4 PM - 1 AM, days vary
+ Third Shift: Midnight - 9 AM, days vary
This posting is for 1st Shift: Monday - Friday; 8A - 5 P.
**Responsibilities:**
+ Answer phones and respond to customer/employee requests
+ Provide tier 1 technical support to troubleshoot customer/employee issues
+ Respond to internal Helpdesk support tickets
+ Respond to alarms and take appropriate action to correct the problem or escalate based upon Operations Service Center policy
+ Provide resolution or escalation for incidents as required by QTS Service Level Agreements
+ Conduct basic troubleshooting and provide detailed notes when escalation is required
+ Thorough understanding of QTS products and services; strong familiarity with respective service catalogs
+ Identify opportunities for value-added process improvement
+ Accountable for the status of created tickets, follow-through, resolution, and closure
+ Create tickets in the Incident Management System (IMS) application for all incoming requests and escalate issues according to priority and type
+ Follow up with customer inquiries not immediately resolved
+ Consistently escalate issues to the appropriate party
+ Consistent accurate judgment on ticket priority
+ Consistent thorough understanding of requests and attention to detail (reassignment counts)
+ Accountable for the status of created tickets, follow-through, resolution, and closure
+ Follow up with non-operations departments to close out aging tickets
+ Ensure that the 15/30 process is utilized for critical/high tickets with OSC engineers
**Basic Qualifications:**
+ 1-2 years of Helpdesk, Application Support, Service Desk experience, over the phone or in-person
+ Associate's degree in Computer Science, Management Information Systems, or other related field or equivalent professional experience
+ One or more years of IT experience in a customer-focused role
+ Experienced with or willing to learn the required software applications, including CA, ServiceNow, etc.
+ Competent in Microsoft Office Suite
+ Knowledge of a broad array of systems and software troubleshooting is preferred
+ Familiarity with routing and switching technologies, Domain Name Services (DNS), Firewall technologies
+ Must be able to obtain a Public Trust clearance
+ US Citizenship for this position is required by law due to federal customer contracts
**KNOWLEDGE, SKILLS, AND ABILITIES**
+ Ability to make reliable decisions during high-pressure situations
+ Excellent verbal, written and listening skills along with the ability to take accurate notes
+ Strong customer care and customer satisfaction capabilities
+ Able to maintain a sense of urgency
+ Strong analytical and critical thinking skills
+ Ability to work independently as well being a strong team player
+ Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor
+ Ability to work with frequent interruptions and refocus quickly
**Preferred Qualifications:**
+ One or more years of experience in a data center or similar mission-critical environment
+ One or more of the following Certifications:
+ CompTIA A+ CompTIA Network+ CompTIA Security+ Certification
+ Microsoft 365 Certified: Fundamentals Certification
+ Microsoft Office Specialist Certification
**TOTAL REWARDS**
This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is Bonus eligible.
Shift differential pay is eligible for 2nd and 3rd shifts.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all job openings. We are an equal opportunity employer, and all qualified applicants will receive considerations for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
#LI-MW2
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
The "Know Your Rights" Poster is included here:
Know Your Rights (English) ( Your Rights (Spanish)
The pay transparency policy is available here:
Pay Transparency Nondiscrimination Poster-Formatted ( is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information.
It's exhilarating to find yourself at a pivotal moment in history- and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today's dynamic digital transformation. Our world-class data centers empower our customers' most strategic growth initiatives, positioning us as a global leader in digital infrastructure.
As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.
At QTS, we are _Powered by People_ . Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we're achieving remarkable things and shaping the future of digital infrastructure.
And we'd like to invite you to join us.
In addition to a variety of benefit packages, QTS goes above and beyond for our employees:
+ Roth and Traditional 401(k) matching contributions with immediate vesting
+ Every employee is bonus or commission eligible
+ Generous PTO, Paid Volunteer Days Plus Floating Holidays
+ Stock Purchase Plan (SPP)
+ 11 paid Holidays Annually/Holiday compensation when worked
+ Pet and Legal Insurance
+ Q-Rest Sabbatical Program
+ Q-Anniversary Service Award Program
+ Parental Leave for primary and secondary caregivers
+ Military Benefits Package
+ QTS Charitable Matching Gift Program
+ QTS Scholarship for Employee Dependents
+ QTS Crisis Fund
+ Wellness Program
+ Tuition Reimbursement Program

**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Job Description**
As a member of the Thermo Fisher Scientific team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way
**How will you make an impact?**
As a member of our team, you'll have the opportunity to support and handle our customers' inquiries, ultimately growing the success of our business. Our Customer Care Colleagues provide outstanding customer service, work in a fast-paced environment connecting with internal and external contacts via inbound and outbound phone calls and email channels.
**What will you do?**
As a remote RGA Customer Care Colleague, you will work from your home while holding yourself accountable for your success and proactively supporting our customers with their credits, returns and/or replacement of products. Successful colleagues in this role are confident decision makers, enjoy problem solving, have technical proficiency, love working within a virtual setting, and have a passion for providing outstanding assistance to their customers.
**Key Responsibilities:**
+ Responds to and resolves customer/sales requests including returns, pricing credits, damages/shipment discrepancies and defective product.
+ Works with other departments within Thermo Fisher Scientific regarding the processing of credits and returns accurately and timely.
+ Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards.
+ Stays abreast of new processes and initiatives within the company
**Minimum Requirements/Qualifications:**
+ A strong knowledge and understanding of mainframe.
+ Requires excellent interpersonal, planning, verbal, written and numerical skills with the ability to analyze and define solutions and prioritize multiple tasks to meet timelines.
+ Participate in Continuous Improvement and support PPI projects
+ Ability to balance multiple assignments, exercise good judgement, and prioritize projects and time efficiently.
+ Good PC and excel knowledge, and excellent keyboarding skills
+ Meet and sustain key performance metrics including Adherence and Quality
**Non-Negotiable Hiring Criteria:**
+ 2 years customer service experience in an ACD environment.
+ Innovative and creative problem-solving skills.
+ Strong Interpersonal skills and ability to multi-task are needed
+ Excellent listening, oral, and written communication skills
+ Excellent product and process knowledge
+ Proficient understanding of computer basics (Windows, Excel, Word, Email, and Internet)
**Visit:** ** **for available job posting(s).**
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
**This position has not been approved for Relocation Assistance.**
Careers at Thermo Fisher Scientific | Thermo Fisher Scientific jobs
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**Compensation and Benefits**
The hourly pay range estimated for this position based in Georgia is $14.41-$21.60.
This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
+ A choice of national medical and dental plans, and a national vision plan, including health incentive programs
+ Employee assistance and family support programs, including commuter benefits and tuition reimbursement
+ At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
+ Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
+ Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.