Job Description

Job 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