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Senior Technical Support Representative

Cedar Rapids, IA

Job Information:

Position Overview:
Provide world-class customer support for SecurityCoverage’s ISP partners within a 24x7x365 environment.  Answer inbound customer calls, chats and emails in a professional manner that adheres to company and departmental policies.  Assist customers in diagnosing and resolving voice, data, video and connectivity issues and answer questions that ensure an optimal customer experience.

Primary Responsibilities
  • Answer inbound technical support phone calls, chats and emails related to SecurityCoverage’s ISP partners
  • Consult with customers and provide additional solution in the form of up-selling SecurityCoverage’s products and services
  • Troubleshoot voice, data, video and connection issues for customers
  • Identify, troubleshoot and assist customers with voice, data, video and connection issues
  • Answer customer service related questions
  • Responsible for supporting larger Partners that require complex troubleshooting
  • Track and record each phone call and provide a detailed description of the call
  • Must meet high quality and high production standards 
  • Provide backup assistance for other Technical Support Representatives
  • Special projects as assigned

Skills Required
  • 2+ years of technical support experience
  • 2+ years prior experience in a customer support environment
  • Excellent interpersonal/customer service skills
  • Excellent communication skills
  • College coursework in a computer related field a plus
  • Strong computer knowledge background
  • Prior experience in a customer service atmosphere a plus
  • Individual must be comfortable and enjoy being on the phone
  • Team player 
  • Work well under pressure           

Physical Requirements:
  • Individual must be comfortable sitting for long periods of time
  • Ability to reach, see, hear, sit, type, speak for extended periods of time

Interested candidates should send resume to be considered. 


Applying for:

Senior Technical Support Representative


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Posted 06/29/18

Job ID: 45453303