وصف الوظيفة
Role Overview
Customer Service Technician at Intrepid Global Solutions, located at Al Udeid Air Base, Qatar.
Company Overview
Intrepid Acquisition Holdings, LLC (IAH) is a leading provider of global-scale logistics, facilities management, and advanced professional and technical services to U.S. and international government agencies and organizations. IAH leverages seasoned program management and integrated capabilities to provide safe, innovative, and reliable solutions to meet diverse and complex customer challenges. IAH and its affiliates, including IAP World Services, Inc., Readiness Management Support L.C., JPATS Logistics Services, LLC., and subsidiaries, is an equal opportunity employer, including disability and veterans.
Role Purpose
The Customer Service Technician serves as a critical first point of contact for emergencies and urgent service requests, responsible for receiving, documenting, prioritizing, and dispatching emergency calls related to life safety, security, medical, fire, and infrastructure incidents in a high-tempo, mission-critical environment.
Key Responsibilities
Emergency Call Management
- Receive and manage emergency and priority service calls via phone, radio, and electronic systems
- Accurately document incident details, assess urgency, and initiate appropriate response actions
- Maintain clear, calm, and professional communication during high-stress situations
Dispatch & Coordination
- Dispatch and coordinate with emergency responders, technicians, and base support services
- Monitor ongoing incidents and provide status updates to supervisors and stakeholders
System & Documentation
- Enter, track, and update incidents in computerized maintenance or emergency management systems
- Support after-action reporting and incident documentation as required
Compliance & Standards
- Follow established emergency response procedures, protocols, and escalation paths
- Ensure compliance with base regulations, safety standards, and customer service expectations
Qualifications & Experience
- High school diploma or equivalent required
- Prior experience in customer service, call center operations, dispatch, or emergency services preferred
- Strong verbal communication and active listening skills
- Ability to remain calm, focused, and accurate under pressure
- Basic computer proficiency and experience with ticketing or dispatch systems
- Ability to follow strict procedures and maintain confidentiality
Skills & Competencies
- Verbal communication
- Active listening
- Stress management and composure
- Computer proficiency
- Ticketing and dispatch systems
- Procedural compliance
- Confidentiality management
Additional Information
- Must possess a valid U.S. Driver's License
- Must possess a valid U.S. Passport (preferred)
- Must be able to meet all current USCENTCOM Deployment Policy Requirements, as outlined in the USCENTCOM APR 23 MOD EIGHTEEN TO USCENTCOM INDIVIDUAL AND INDIVIDUAL-UNIT DEPLOYMENT POLICY
- Must be able to obtain and maintain a valid Residency Visa for Qatar
- Must be able to work in extreme environmental conditions including dust and high temperatures
- Must be able to endure long hours, exposure to weather and hazardous conditions
- Must have and maintain a DoD Secret Clearance
- Work rotating shifts, including nights, weekends, and holidays, as mission needs dictate
- 100% travel in deployed location