Job Description
Manages service tickets and dispatches technicians in a 24/7 data center operations center to resolve equipment issues quickly. Representatives handle high-volume calls and emails from clients and vendors, ensuring critical infrastructure like UPS systems and emergency generators remain operational. This role prevents downtime that could disrupt mission-critical sites across North America.
Ascent, part of Wesco, specializes in data center solutions with expertise in development, engineering, and operations. They support thousands of sites for top-tier clients in critical infrastructure, emphasizing safety, service, and reliability.
Representatives answer calls in the operations center, update service order tickets in systems like Remedy, and escalate emergencies. Document interactions with customers and vendors, respond to emails, and dispatch personnel to nationwide locations. Proficiency in MS Office and change management software is required. Interact with technicians, clients, and vendors. Challenges include multitasking in a fast-paced environment, lifting up to 50 pounds, and working in loud, controlled temperature conditions with long periods of standing and bending.
Compensation details are not specified, but eligible positions may include bonuses. Work is in a 24/7 environment with high-volume demands. Benefits cover paid time off, medical, dental, and vision, plus retirement savings. Professional development involves training in software packages, attending meetings, and gaining knowledge of critical equipment like power distribution units and circuit breakers. Unique aspects include adapting to evolving procedures in a structured, secure operations setting.
Responsibilities
- Answer calls from technicians, vendors, and clients in 24/7 Operations Center
- Modify service order tickets with updated information
- Escalate calls based on urgency
- Document transactions and interactions in systems
- Monitor and respond to high volume email
- Dispatch technicians to data center and hub locations
- Adapt to changing procedures and follow protocols
- Become proficient in software packages
- Attend group meetings on processes
Requirements
- High school degree or equivalent
- Bachelor's degree in Business Administration or related field preferred
- Excellent customer interaction and communication skills
- Prior experience relaying detailed information in email format
- Proficient in MS Office Suite
- Ability to multitask and prioritize in fast-paced environment
- 2+ years experience in fast-paced environment like retail or administrative
- Knowledge of critical equipment including UPS, PDU, Emergency Generator, Fuel Oil Systems, Circuit Breakers, Substations, Computer Room Air Condition Units a plus
- Experience in change management or work order management software like Remedy a plus