Job Application - SecurityCoverage, Inc.

Job Posting OPEN

Technical Support Representative

Position Overview:

 Individual will provide world-class  IT customer support for SecurityCoverage’s ISP partners within a 24x7x365 environment.  Answer inbound calls, chats and emails in a professional manner that adheres to company and departmental policies.  Assist customers in diagnosing and resolving voice, data, video, connectivity issues and IT issues. Ensure an optimal customer experience.


Primary Responsibilities

§  Answer inbound technical support phone calls, chats and emails related to SecurityCoverage’s ISP partners

§  Consult with customers and provide additional solution in the form of up-selling SecurityCoverage’s IT products and services

§  Identify, troubleshoot and assist customers with voice, data, video and connection issues

§  Answer customer service related questions

§  Track and record each phone call in the system and provide a detailed description of the call

§  Provide backup assistance for other Technical Support Representatives

§  Special projects as assigned


Skills Required

§  Excellent interpersonal/customer service skills

§  Excellent communication skills

§  College coursework in a computer related field a plus

§  1-2 years of prior technical support

§  Strong computer knowledge

§  Prior experience and success working remotely

§  Prior experience in a customer service atmosphere a plus

§  Individual must be comfortable and enjoy being on the phone

§  Self-motivated and able to stay on task and focused for long periods of time

§  Team player

§  Work well under pressure          


Physical Requirements:

  • Individual must be comfortable sitting for long periods of time

·       Ability to reach, see, hear, sit, type, speak for extended periods of time