Senior Customer Service Technician (Onsite)

Date Posted:

2024-10-17

Country:

United States of America

Location:

HMD31: Annapolis, MD 2551 Riva Road , Annapolis, MD, 21401-7435 USA

Position Role Type:

Onsite

As the Senior Customer Service Technician, working under general supervision will be responsible for answering basic customer inquiries on product availability, maintenance, and the status of orders and maintaining records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Also, you may assist in orienting, training and assigning the work of technical/business support employees.

This position is in Annapolis, Maryland and candidates must work onsite. Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

What YOU will do: 

• 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.
• Work in a 24x7 operations environment and work a rotating shift schedule.
• Day shift (7:00a-3:30p) and will require shift work on all 7 days of the week to include holidays.

***This position is an essential personnel position meaning that you may be required to report for work during inclement weather.***

Qualifications You Must Have:  

• Typically requires HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• One or more years of customer service experience.

Qualifications We Prefer:

• Excellent customer service skills, outstanding phone skills, good typing skills.
• Prior experience with MS Windows and Office applications.
• Ability to work in a 24/7 Operational Environment.
• Experience in digital communication and/or network environment.
• Analytical and effective problem-solving skills.
• Understanding of ITIL practices.
• Experience with Remedy and/or ServiceNow platforms.

What We Offer Benefits

Some of our competitive benefits package includes: 

· Medical, dental, and vision insurance

· Three weeks of vacation for newly hired employees

· Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option

· Tuition reimbursement program

· Student Loan Repayment Program

· Life insurance and disability coverage

· Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

· Birth, adoption, parental leave benefits

· Ovia Health, fertility, and family planning

· Adoption Assistance         

· Autism Benefit

· Employee Assistance Plan, including up to 10 free counseling sessions

· Healthy You Incentives, wellness rewards program

· Doctor on Demand, virtual doctor visits

· Bright Horizons, child and elder care services

· Teladoc Medical Experts, second opinion program

·  And more! 

Learn More & Apply Now!

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.

Our Connected Aviation Solutions team provides advanced information management systems, products and services that enable the connected ecosystem by bringing together Collins’ unique breadth of aviation products with our smart digital solutions to help us enhance every aspect of the end-to-end travel experience. We help airlines, airports and business aircraft turn data into value to streamline operations, increase efficiency and reduce cost, enhance the passenger experience and contribute to sustainable flight. By combining the best networks, connectivity and data/analytic