Customer Service Representative

Company Overview

iboss has created the first and only Secure Cloud Gateway specifically designed to solve the challenge of securing distributed organizations. Built for the cloud, iboss leverages an elastic, node-based architecture that provides advanced security for today’s decentralized organizations and scales to meet the ever-increasing bandwidth needs of tomorrow. The iboss Secure Cloud Gateway is backed by more than 100 patents and protects over 4,000 organizations worldwide, making iboss one of the fastest growing cybersecurity companies in the world.

Job Description

iboss is looking for a talented and experienced Customer Service Representative professional to join the Orlando Florida team.

Primary function is to manage inbound customer support calls expediting them to engineers, and scheduling future support calls.

Responsibilities also include assisting with daily office operations including interfacing with the corporate HQ, maintaining schedules, and providing support to the Engineering Managers and employees.

Responsibilities

• Effectively manage a large volume of inbound support calls in a friendly and courteous manner, and expedite calls to engineers
• Provide exceptional customer service by listening to customer needs and concerns
• Obtain and evaluate all relevant information to handle customer inquiries
• Verify and create new support users, as needed, in support system
• Direct non-support calls to appropriate personnel for assistance
• Work with CRM and sales teams to address and resolve customer issues efficiently
• Process scheduling requests for support calls
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience and the companies work flow/processes
• Attend weekly support meetings
• Additional responsibilities as designated by manager according to the needs of the business

Qualifications

The duties and responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required Qualities desired for the position is someone who is a self-starter, quick learner, has a professional demeanor, excellent phone etiquette, organized and reliable

• Microsoft Office proficiency
• Prior work experience in a technical support environment
• High School Diploma or equivalent. College degree a plus
• Sense of urgency when handling customer requests
• Professional demeanor, positive attitude and reliable
• Possess a strong work ethic and team player mentality
• Excellent communication skills both verbal and written
• Highly developed sense of integrity and commitment to customer satisfaction
• Ability to organize, multi task, and implement office procedures
• Strong detail orientation and listening skills
• Strong decision making and analytical abilities
• Comfortable in high pressure environments
• Willingness to learn and be open to change
• Bilingual not required but a plus

Benefits

• Health, Vision, Dental, Short-Term and Long-Term Disability - open to domestic partners
• 401K with company match
• Paid Time Off (PTO)
• Company paid holidays
• Optimistic, supportive, and FUN work environment 

The duties and responsibilities described above are essential functions of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

This position is not eligible for sponsorship of work visas