Volt Information Sciences Customer Support Representative in Franklin, Tennessee


The Customer Support Representative works in the National Operations Center (NOC) and reports to the NOC Manager. The NOC is staffed 24 hours a day, 7 days a week, 365 days a year. Shifts vary from day, evening, night, and weekend. The NOC provides call center services, site management, and critical equipment performance monitoring.

Customer support representatives will be required to answer phone calls pertaining to site access, lighting inspections, compliance issues, and new installs/upgrades. They will also be required to diagnose issues at the site via the alert system and create or close tickets according to that diagnosis. The NOC’s highest priority is preventing and addressing FAA Compliance issues on behalf of their customers, thus the overall goal is to “keep the skies safe for aircraft and their passengers.”

Responsibilities & Duties:

  • Answer inbound calls pertaining to the following: site access, assisting field techs in installing and testing the monitoring of lighting systems, issuing NOTAMs (Notice to Air Man) to the Flight Service Station, interacting with other NOC’s, and various other customer support activities

  • Log technicians into a site and provide proper ticket documentation

  • Facilitate and document lighting inspections with field technician

  • Assist field techs with new lighting/monitoring installations or upgrades

  • Assist tower lighting customers in maintaining tower compliance consistent with federal regulations

  • Analyze issues remotely via the Remedy alert system and create or close tickets according to procedure

  • Ensure database accuracy and integrity; follow guidelines for corrections if discrepancies are identified

  • Customer issue resolution

  • Determine when technician should be transferred to Tech Support

Knowledge, Skills, & Abilities:

  • Remedy, Microsoft office, database management

  • Capability to understand electronics and troubleshooting concepts

  • Customer support

  • Very detail oriented and organized

  • Expert level of verbal and written communication skills

  • Ability to maintain even temperament under pressure

  • Ability to demonstrate patience and empathy

  • Ability to work independently but committed to the team’s success

  • Conscientiousness, including an ability and willingness to follow through to completion

  • Respectful, treating customers and co-workers with respect

  • Possesses a positive attitude towards customers and co-workers, demonstrating flexibility and approachability

  • Professionalism, presenting oneself in a way that is courteous, helpful and controlled

Education & Experience:

Required Education / Experience

  • High School graduate

  • 2-3 Years of work experience

  • Basic knowledge of Electronics

Preferred Education / Experience

  • Associates degree in technical field

  • Previous call center experience

  • Technical background

VOLT is an Equal Opportunity Employer!