Customer Service Technician

IntrepidGS; Philadelphia (Philadelphia County); On-site; USD 55,000 - 85,000; Full time

Job summary

IntrepidGS is seeking a Customer Service Technician to serve as the first point of contact for emergencies at Al Udeid Air Base. The role includes receiving and documenting urgent service calls, prioritizing incidents, and dispatching responders with precision and professionalism.

You will coordinate with technicians and base support services, maintain calm communication under pressure, and ensure strict adherence to procedures while documenting all actions for after-action reporting.

Qualifications

• High school diploma or equivalent required.
• Prior experience in customer service, call center, dispatch, or emergency services preferred.
• Strong verbal communication and active listening skills.

Responsibilities

• 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.

Skills

Customer service

Dispatch

Emergency services

Communication

Education

High school diploma

Tools

Ticketing system

Emergency management software

Job description

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 systemsAccurately document incident details, assess urgency, and initiate appropriate response actionsDispatch and coordinate with emergency responders, technicians, and base support servicesMaintain clear, calm, and professional communication during high-stress situationsMonitor ongoing incidents and provide status updates to supervisors and stakeholdersFollow established emergency response procedures, protocols, and escalation pathsEnter, track, and update incidents in computerized maintenance or emergency management systemsEnsure compliance with base regulations, safety standards, and customer service expectationsSupport after-action reporting and incident documentation as requiredWork rotating shifts, including nights, weekends, and holidays, as mission needs dictateEDUCATION & EXPERIENCE:High school diploma or equivalent requiredPrior experience in customer service, call center operations, dispatch, or emergency services preferredStrong verbal communication and active listening skillsAbility to remain calm, focused, and accurate under pressureBasic computer proficiency and experience with ticketing or dispatch systemsAbility to follow strict procedures and maintain confidentialityADDITIONAL REQUIREMENTS:Must possess a valid U.S. Driver’s LicensePossess 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 POLICYAble to obtain and maintain a valid Residency Visa for QatarMust 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 ClearanceIntrepid Acquisition Holdings, LLCwww.intrepidgs.comIntrepid Acquisition Holdings, LLC. (IAH), is a leading provider of global-scale logistics, facilities management, and advanced professional and technical services. IAH provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations. As a world-class leader in providing seasoned program management, IAH leverages and integrates its capabilities to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.Intrepid Acquisition Holdings, LLC. (“IAH” and/or “Company”) and its affiliates, including but not limited to IAP World Services, Inc., Readiness Management Support L.C., JPATS Logistics Services, LLC., and subsidiaries is an EOE, including disability/vets.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.