Technical Customer Representative

3 weeks ago


Saint Louis, United States SSE Full time
Job DescriptionJob Description

Technical Customer Representative / Tier I

SSE is a leading technology company serving the greater St. Louis community for 35 years. We have a thriving MSP/Network Services Practice.

We are looking for a Technical Customer Representative/Tier I to join our team.

We are very fast paced and this position requires quick thinking and a "can do" attitude. You would be working in a help desk environment providing support to our customers and joining an excellent company that prides itself on consistently delivering quality and exceptional customer service.

JOB RESPONSIBILITIES

  • Receiving inbound calls and making outbound calls to our client base
  • Ability to listen to customers with empathy regarding inquiries
  • Navigate through multiple computer applications with speed and accuracy to gather necessary information to submit tickets
  • Triage and manage level 1 requests, assign escalation resources accordingly, and determine criticality
  • Consistently deliver exceptional customer service and professionalism to a wide range of customers
  • Ability to accept coaching and feedback in order to achieve individual and team performance goals
  • Manage schedules and coordinate service calls with resources and clients through a variety of communication methods
  • Able to take ownership and accountability for day to day tasks

QUALIFICATIONS
  • Advanced knowledge of computers and operating systems
  • Install software, troubleshoot basic operating system issues
  • Basic understanding of domain and networking concepts
  • Experience with MS Office Suite: Outlook, Word, Excel, and PowerPoint
  • Excellent listening and communication skills, both verbal and written
  • Strong customer relationship skills
  • Ability to remain calm in stressful situation and work with customers to achieve goals
  • Good Conflict Resolution
  • Organized, detail oriented and self-motivated
  • Work well under pressure and the ability to prioritize daily tasks
  • Certifications preferred but not required: ITIL, v3, A+, Network+, Security+
  • Associates or Bachelor’s Degree preferred

BENEFITS
  • Hybrid work schedule, 3 days in the office, 2 days remote
  • 8 Paid Holidays per year
  • 17 PTO days per year
  • 401k plus company match
  • Medical, Dental, Vision plans
  • Weekly pay checks



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