Transaction Network Services logo
Transaction Network Services

We provide services to brokerage firms, proprietary traders, investment managers (institutional and alternative), stock exchanges, ECNs and alternative trading systems as well as a host of application services providers and software vendors who provide essential services to the trading community. We provide network services, managed co-location and hosting and order routing services. These services are designed to be highly reliable and therefore, eliminate operational risk. They are provided by highly trained and knowledgeable market professionals which removes the need for in house specialized technical resources. We help firms to reach markets rapidly by turning up community connections within days. From a single managed source, we enable you to connect with multiple trading counterparties, trading venues and service providers helping you to reduce costs and minimize vendor management. Our highly secure and robust network connects more than 2,800 financial community endpoints via 125 points of presence in more than 60 countries.

Customer Service Rep II

Customer SupportCustomer SupportFull TimeRemoteMid LevelTeam 1,001-5,000

Location

India

Posted

40 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Customer Service Rep II

Transaction Network Services

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! Overview The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. Additionally, this position will be responsible for responding to alerts from servers, applications, and network and assigning to appropriate support personnel. Responsibilities - The Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. The position’s schedule is Sunday through Thursday, 11:00 PM to 8AM US Eastern Time (assumes one hour of breaks and eight hours of working time). Please note that the position requires work on India and USA holidays. - Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully. - Monitor and respond to multiple channels of customer communication including chat, email, and phone. - Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues. - Support the following types of calls, questions, or tickets (not all-inclusive): - IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS, Virtual Desktop Instances) - IT Infrastructure (ex. telephones, network/internet connectivity) - Customer and End User Service Requests (ex. password resets, VPN token resets, service questions, external customer incident reporting.) - Application Troubleshooting - Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity. - Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested. - Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates. - Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested. - Learn and understand all provided training materials associated with the industry, application, customer service, and related processes/procedure. - Gain a thorough understanding of internal processes and assist as needed Qualifications Job Qualifications: - A passion for customer service and satisfaction and wanting to have a positive impact on your teammates. - Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position. - Familiarity with Linux, Windows, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology. - Microsoft Office troubleshooting skills and Desktop support experience. - Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence. - Initiative, critical thinking and good follow-through. - Being a self-starter and an excellent team player. If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about! TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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