Senior Customer Service Technician (2nd shift)
Location: Annapolis, MD (21401)
Job ID: #69322
Pay Range: $23-26
Shift:Swing shift (3pm-11:30pm) requires shift work on all 7 days of the week to include holidays.
**The team works in rotations and those days fall where they fall (including holidays and weekends). Rotation is 5 work/on - 2 Off, then 5Work/ on - 3 Off (repeat).
THE COMPANY - Work with one of the World's Largest American Owned Aerospace and Technology companies.
This position is for a Senior Customer Service Technician who is under general supervision. 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. 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.
NOTE:
This position is for the Swing shift (3pm-11:30pm) and will require shift work on all 7 days of the week to include holidays.
Job Responsibilities:
•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.
•Provide excellent customer service and support for all customer contacts
The successful candidate must:
•Demonstrate strong customer service and communications skills - both written and verbal good computer skills good problem-solving skills good multi-tasking skills and ability to work independently.
•Demonstrate basic understanding of digital communications and network environment.
•Demonstrate excellent customer service skills, outstanding phone skills, good typing skills.
•Demonstrate a basic knowledge of MS Windows and Office applications.
•Demonstrate strong analytical and effective problem-solving skills.
•Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule.
*** This position is considered essential personnel***
Required Qualifications:
•HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience (preferably Customer Service)
•Must be authorized to work in the U.S. without sponsorship now or in the future. The Company will not offer sponsorship for this position.
• Required -(1) One or more years of customer service experience
• Required: Citizenship: US Citizen or US Person (Perm Resident w/ Green Card)
Preferred Qualifications:
•Comptia A Certification
•Excellent customer service skills, outstanding phone skills, good typing skills.
•Basic knowledge of MS Windows and Office applications.
•Ability to work in a 24/7 Operational Environment.
•Basic knowledge of digital communication and network environment.
•Strong analytical and effective problem-solving skills.
•Strong understanding of ITIL practices.
•Experience with Remedy and/or ServiceNow platforms.
Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law.
Butler America Aerospace, LLC. is proud to provide an equal opportunity workplace and be an affirmative action employer. Consider Butler because we are committed to hiring and retaining a diverse workforce. We recognize that we thrive on diversity and inclusion for the benefit of our employees, our customers, and the communities where we are located. Employment decisions are made without regard to race, color, religion, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, gender expression, marital status, mental or physical disability or any other legally protected status.