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Position Overview:

Provide world-class 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 and connectivity issues and answer questions that ensure an optimal customer experience.

Primary Responsibilities:

• Answer inbound technical support phone calls, chats and emails related to SecurityCoverage’s ISP partner
• Consult with customers and provide additional solution in the form of up-selling SecurityCoverage’s products and services
• Troubleshoot voice, data, video and connection issues for customers
• Identify, troubleshoot and assist customers with voice, data, video and connection issues
• Answer customer service related questions
• Track and record each phone call and provide a detailed description of the call
• Provide backup assistance for other Technical Support Representatives
• Perform Other Duties


Knowledge, Skills, and Abilities
• Excellent interpersonal/customer service skills
• Excellent communication skills
• Strong computer knowledge background
• Individual must be comfortable and enjoy being on the phone
• Team player
• Work well under pressure

Minimum Education and Experience

• High School Diploma required
• College coursework in a computer related field a plus
• Prior experience in a customer service atmosphere a plus
• Physical Demands
• Individual must be comfortable sitting for long periods of time

Benefits Include:

Health, dental and vision insurance, prescription drug coverage, short and long-term disability, voluntary term life insurance, matching 401(k) plan, supplemented parking, health club allowance, a focus on employee development and a fun, casual work environment (yes, jeans).

Our Mission: To simplify the use of technology for computer users and provide world class customer service.

Our Vision: To be the market leader in delivering managed services to residential, home office and small business customers by developing relationships with key service providers and vendors in multiple industries.

Our Values: Revolve around creating a work environment that is respectful, challenging and fun while allowing individuals to make direct, meaningful contributions to our mission and vision.

Do not miss this opportunity to be a part of our growing team! EOE 


SecurityCoverage, Inc. is an equal opportunity employer and provides fully managed, fully supported, mobile and desktop computing security and technical support services to individual users through a partnership group of ISPs, telecommunications and cable companies, and wireless providers across the nation. Based in Cedar Rapids, Iowa, the privately-owned company offers internet security protection, online data backup, password management, virtual PC repair, and help desk support.

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