Technical Customer Representative / Tier I Helpdesk
St. Louis, MO
Full-timeAbout This Job
Technical Customer Representative / Tier I Helpdesk
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 Helpdesk Technician 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
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Receiving inbound calls and making outbound calls to our client base
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Ability to listen to customers with empathy regarding inquiries
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Navigate through multiple computer applications with speed and accuracy to gather necessary information to submit tickets
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Triage and manage level 1 requests, assign escalation resources accordingly, and determine criticality
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Consistently deliver exceptional customer service and professionalism to a wide range of customers
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Ability to accept coaching and feedback in order to achieve individual and team performance goals
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Manage schedules and coordinate service calls with resources and clients through a variety of communication methods
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Able to take ownership and accountability for day to day tasks
QUALIFICATIONS
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Advanced knowledge of computers and operating systems
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Install software, troubleshoot basic operating system issues
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Basic understanding of domain and networking concepts
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Experience with MS Office Suite: Outlook, Word, Excel, and PowerPoint
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Excellent listening and communication skills, both verbal and written
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Strong customer relationship skills
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Ability to remain calm in stressful situation and work with customers to achieve goals
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Good Conflict Resolution
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Organized, detail oriented and self-motivated
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Work well under pressure and the ability to prioritize daily tasks
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Certifications preferred but not required: ITIL, v3, A+, Network+, Security+
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Associates or Bachelor’s Degree preferred
BENEFITS
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Hybrid work schedule, 3 days in the office, 2 days remote
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8 Paid Holidays per year
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17 PTO days per year
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401k plus company match
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Medical, Dental, Vision plans
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Weekly pay checks
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