What are the responsibilities and job description for the Technical Customer Representative / Tier I position at SSE?
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
Technical Customer Care Representative I (Entry-Level)
MCI Careers -
Louisiana, MO