Customer Service Technician

The Customer Service Technician serves as a critical first point of contact for emergencies and urgent service requests at Al Udeid Air Base. This role is responsible for receiving, documenting, prioritizing, and dispatching emergency calls related to life safety, security, medical, fire, and infrastructure incidents. The technician ensures accurate communication, rapid response coordination, and high-quality customer service in a high-tempo, mission-critical environment.

ESSENTIAL JOB FUNCTIONS:

• 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
• Dispatch and coordinate with emergency responders, technicians, and base support services
• Maintain clear, calm, and professional communication during high-stress situations
• Monitor ongoing incidents and provide status updates to supervisors and stakeholders
• Follow established emergency response procedures, protocols, and escalation paths
• Enter, track, and update incidents in computerized maintenance or emergency management systems
• Ensure compliance with base regulations, safety standards, and customer service expectations
• Support after-action reporting and incident documentation as required
• Work rotating shifts, including nights, weekends, and holidays, as mission needs dictate

EDUCATION & 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

ADDITIONAL REQUIREMENTS:

• Must possess a valid U.S. Driver’s License
• 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
• 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.

TRAVEL: 100%, in deployed location.

SECURITY CLEARANCE:  Must have and maintain a DoD Secret Clearance