Customer Service Technician

Role Overview

The Customer Service Technician acts as the initial contact for urgent and emergency service needs at Al Udeid Air Base, managing calls related to life safety, security, medical emergencies, fire, and infrastructure issues. This position demands accurate information intake, prioritization, and prompt dispatching to appropriate responders, all while maintaining professional communication in a fast-paced, critical environment.

Key Responsibilities

• Receive and handle emergency and priority service requests through various communication channels including phone, radio, and electronic systems.
• Precisely record incident details, evaluate urgency, and trigger proper response measures.
• Coordinate and dispatch emergency responders, technicians, and base support units effectively.
• Maintain clear and composed communication during stressful situations.
• Monitor active incidents, providing continual updates to supervisors and relevant parties.
• Adhere to established emergency protocols and escalation procedures.
• Document and update incidents using computerized maintenance or emergency management software.
• Ensure full compliance with base regulations, safety requirements, and customer service standards.
• Assist with after-action reporting and incident documentation as needed.
• Work varied shifts, including nights, weekends, and holidays as required by mission demands.

Qualifications and Experience

• Minimum of a high school diploma or its equivalent.
• Preferred experience in customer service, call center duties, dispatching, or emergency service operations.
• Excellent verbal communication and active listening abilities.
• Capability to stay calm, focused, and precise under pressure.
• Basic computer skills and familiarity with ticketing or dispatch systems.
• Strict adherence to procedures and maintaining confidentiality.

Additional Requirements

• Valid U.S. driver's license is mandatory.
• Possession of a valid U.S. passport is preferred.
• Must fulfill all current USCENTCOM Deployment Policy standards as specified in USCENTCOM APR 23 MOD EIGHTEEN TO USCENTCOM INDIVIDUAL AND INDIVIDUAL-UNIT DEPLOYMENT POLICY.
• Ability to obtain and retain a valid Residency Visa for Qatar.
• Capacity to work under harsh environmental conditions including dust and high temperatures.
• Willingness to endure extended working hours and exposure to weather and hazardous environments.
• Required to have and maintain a Department of Defense Secret Security Clearance.
• Travel requirement is 100% within deployed location.

About the Employer

Intrepid Acquisition Holdings, LLC (IAH) is a prominent global provider specializing in logistics, facilities management, and advanced professional and technical services for U.S. and international government agencies. The company is committed to safety, innovation, and dependable solutions designed to meet complex client needs. IAH and its affiliated entities are equal opportunity employers and consider all qualified applicants without discrimination.