Technical Customer Representative / Tier I

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

• 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

• 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