Customer/Technical Support Representative - Days
Concord Technologies is currently seeking a Premium Support Rep for its growing team in Seattle, Washington. We are looking for someone who is articulate, outgoing, and personable with a desire to learn new things. Verbal and written skills a must as support is provided via phone and email. Opportunity for growth and advancement for candidates ... that show the aptitude and passion for their work. This position is not suited for those that require micromanagement, are otherwise inflexible, or lack a sense of humor.
Scope:
Focus of position is with assisting customers to migrate from their previous service provider to the Concord network. This typically entails “porting” their existing fax numbers to one of Concord’s underlying inbound telephony providers. In addition to specializing in porting activity, duties will also include performing a broad range of support to Concord’s customer base. Perform standard troubleshooting and incident reporting, escalating issues to next tier when necessary. Customers are typically informed, and of a higher-caliber nature; we are seeking the same qualities in our staff.
Here's the thing: We're growing. Fast. And if your idea of a good time is being a part of something big, then this is the place—and the team—for you.
Essential Functions:
· Processing LNP work order requests (i.e., “porting telephone numbers”).
· Acting as an initial point of contact for customer base. Bulk of support is performed via email, but there are occasional phone calls that are expected to be answered, as well.
· Reviewing monitoring tools and ticket queues.
· Creating, reviewing, updating, and resolving trouble tickets.
· Escalating requests to next tier when necessary.
Position Requirements:
· Prior customer service and/or technical support experience.
· Excellent written and verbal communication skills.
· Excellent interpersonal skills with the ability to interact professionally with both customers and intra-company.
· Ability to independently multi-task, prioritize and resolve urgent issues, process-oriented with high attention to detail.
· Working knowledge with Windows, Microsoft Office, and basic understanding of cloud/virtualization technology.
Special Consideration will be given for the following:
· Previous experience with telecommunications provider.
· Strong working knowledge of SMTP, TCP/IP, DNS, VPN, Internet applications, remote access.
The compensation range for this role is $24 – $30/hr. Range can flux dependent on experience.
Additional employee benefits at Concord Technologies:
• 401K plan w/ 6% company match (vests immediately)
• Flex-Time off + sick time
• 10 company holidays
• Full suite of health benefits (Medical, Dental, Vision)– employee only coverage covered at 100% (no employee cost). For employees + dependents, Concord covers 60% of premiums.
• Voluntary insurance options:
• Pet insurance
• Employee Life and AD&D
• Spousal Life and AD&D
• Child Life and AD&D
• Paid Parental Leave program
• Free unlimited ORCA card (Seattle area residents)
• Employee Rewards and Recognition through NectarHR
• Unlimited access to Udemy for Business
About Concord Technologies:
Concord Technologies is a provider of secure document exchange, intelligent document automation, and workflow solutions to healthcare providers, payers, and other highly regulated businesses. Concord’s suite of solutions has been providing swift and secure document transmission for more than two decades, transmitting 3 billion pages a year while supporting more than 1,500 organizations every day. The company is also recognized for its best-in-class development of new artificial intelligence technologies and industry-leading applications that help its customers grow and manage their business. Concord’s superior service and forward thinking have been rewarded with a client retention rate of more than 98% year over year.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin
