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 IT Service Desk and Network Operations Team is 24x7x365 in support of
internal and external customers. The schedule for this is Tuesday through
Saturday, 8:00 AM to 5:00 PM US Eastern Time (assumes one hour of breaks and
eight hours of working time). This equates to Tuesday/Wed through
Saturday/Sunday, 5:30 PM to 2:30 AM India Time. Candidate must be willing to
work other shifts, including holidays and weekends, to ensure coverage.
* Excellent work ethic, time management, and solid 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)
* IT Infrastructure (ex. telephones, network/internet connectivity)
* Customer Service Requests (ex. password resets, VPN token resets, service
questions)
* Application Troubleshooting
* Production and Non-Production environment platform monitoring for alarms and
performance issues on systems, applications, databases and network/customer
connectivity.
* Team closely with Network Operations, Server Operations, Security Operations,
A

📌 Customer Service Rep II (India)
🏢 Transaction Network Services
📍 India