Technical Support Representative

SecurityCoverage

Cedar Rapids, IA Technology / Customer Service
Position Overview:
Provide world-class customer support for SecurityCoverage’s ISP partners within a 24x7x365 environment.  Answer inbound 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 solutions 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
  • Track and record each phone call and provide a detailed description of the call
  • Provide backup assistance for other Technical Support Representatives
  • Special projects as assigned
Skills Required
  • 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 
  • Individual must be comfortable sitting for long periods of time

Our Mission: To simplify the use of technology for computer users and provide world class customer service.
Our Vision: To be the market leader in delivering managed services to residential, home office and small business customers by developing relationships with key service providers and vendors in multiple industries.
Our Values: Revolve around creating a work environment that is respectful, challenging and fun while allowing individuals to make direct, meaningful contributions to our mission and vision.
Applying for:

Technical Support Representative

SecurityCoverage

(.DOC, .DOCX, .PDF, .RTF, .TXT, .ODT, .PAGES, .WPS up to 2MB)

Job ID: 67923

Posted 12 days ago

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