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Technical Client Services Representative

March 16, 2017

Title Technical Client Services Representative
Department(s) Support Services
Reports to Director of Support Services
Location San Diego, CA
 Job Summary
ECN has an opening in San Diego for a Technical Client Service Representative. The Technical Client Services Representative is a critical support role within our Client Services team at ECN for our Mir3 platform. As the primary point of contact, the Technical Client Services Representative is expected to consistently provide excellent customer service, as well as represent client needs and goals within the Support organization while ensuring high quality customer service to drive the resolution of critical issues.
Responsibilities
  • Provide first level phone/email support to MIR3 internal/external
  • Enter service incidents into MIR3’s Support Tracking system
  • Perform preliminary troubleshooting and analysis of technical issues with MIR3 products
  • Be part of a team that provides 24/7 On Call Rotation Support (including weekends and holidays)
  • Answer how to questions about MIR3 products
  • Provide regular updates to customers on open support issues
  • Escalate customer issues as required
  • Assist in creation and editing of knowledge base materials and manuals
Qualifications
  • Bachelor’s degree and/or equivalent work experience
  • 2-4 years of experience in customer service and/or technical support
  • Basic knowledge of database concepts
  • Basic knowledge of computer programming concepts and logic
  • Technical background with emphasis in networking and IT procedures
  • Detailed oriented and very organized
  • Knowledge of alerting and notification systems a plus (Telalert, inEnterprise, etc.)
  • Excellent verbal and written communication skills
  • Excellent customer service skills

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Compensation & Benefits
  • Health, Dental, Vision, Life and additional supplemental insurance
  • 401K
  • Paid time off and personal days
  • Paid holidays
  • Cellular discount plan

Emergency Communications Network is an equal employment opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

ECN expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, status as a protected veteran or any other status protected by law. 

Are you ready to join the team? Click here to apply online.