Sr. Customer Service Representative (CSR) - Collaboration - Military veterans preferred



  full-time   employee

United States


Job Description:

A successful candidate will serve as a Customer Service Representative (CSR) at NASA Johnson Space Center on the NICS program. 


Job responsibilities will include project oversight for changes to Wide Area Network connectivity, Local Area Network connectivity, Telecommunications Services, and Teleconferencing Services. Interact with multiple customers to:

  1. Understand, define, and collect service needs

  2. Submit requirements to engineering for design

  3. Map the technical aspects of projects to their associated business needs

  4. Provide presentations or otherwise hold discussions with customer organizations and management regarding project plans

  5. Ensure requests are processed in a timely manner 


The CSR plays a vital role in:

  • Translating the customer’s requirements into technical organizations

  • Translating the engineered solutions into business terms

  • Participating in annual planning and projection of IT requirements for NASA budget forecasts

  • Supporting customers with technical guidance

  • Acting as a focal point for communication and outreach

  • Coordinating with teams, both internal and external to the organization, that provide design, engineering, installation, operations, and documentation of services 


While CSRs must be able to work across the functional areas that the contract supports, this particular role’s primary focus will be on collaboration services which includes the design, implementation, and ongoing support of audio teleconferencing systems and video teleconferencing systems. 


Work ethic and Interpersonal Skills: 

Candidate must be a self-starter, comfortable working in a fast-paced environment and multitasking between multiple ongoing projects to ensure customer requirements and timelines.  Have time management skills to effectively complete job tasks within set time constraint.  Work with other team members, customers, (CNOC) Central Network Operations Center, Agency Service Lines, and operations. Work after hours and on weekends for communications support of planned and un-planned outages as necessary.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts.  The noise level in the work environment can be loud.




TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience.



  • BS Degree/AS Degree in related field and 5 years of related experience or High School Diploma and 9 years of related experience. 


Required Skills:

  • 7 years of experience supporting Information Technology (IT) projects or tasks, preferably networking or telecommunications related

  • Working knowledge of WAN, LAN, and telecommunications services and technologies

  • Strong verbal communication skills

  • Strong written communication skills

  • Demonstrable ability to adapt and react to dynamic environments

  • Strong organization skills  


Desired Skills:

  • Experience working with a government customer, preferably NASA

  • Familiarity with ITIL Foundation and Intermediate practices and principles

  • Experience with NASA’s 7120 Project Management Approach

  • Project Management Professional (PMP) certification or Certified Associate in Project Management (CAPM)     


Clearance Requirement:

  • Must be able to obtain public trust.