Call Center Representative – IT Services

About the role

The IT Services Call Center Representative works in the Global Business Solutions (GBS) center as the first point of contact for ATS team members needing technical assistance. The role handles inbound calls, logs tickets, and ensures issues are routed and prioritized correctly.

Key responsibilities

• Answer inbound support calls from ATS team members and record activity in the service‑desk system.
• Monitor ticketing software, prioritize incoming tickets, assign them to the appropriate support board, and set urgency levels.
• Provide status updates, follow up on existing tickets, and ensure service‑level agreements are met.
• Escalate complex cases to ATS management when necessary.

Required profile

• Minimum college degree or equivalent technical qualification in life sciences, healthcare, or a related field.
• 1‑2 years of customer‑service experience, preferably in IT; call‑center experience is a plus.
• Strong organizational and multitasking abilities with a commitment to data quality and operational excellence.

Required skills

• General IT application support knowledge.
• Proficiency with Microsoft Office and basic computer operations.