Customer/Technical Support Representative - Porting Specialist

Concord Technologies Inc.; Seattle (WA); On-site; USD 36,000 - 40,000; Full time

Benefits offered by this job

401K plan w/ 6% company match (vests 0

Flex-Time off + sick time

Health benefits (Medical, Dental, Vis

Paid Parental Leave

Free unlimited ORCA card (Seattle area

NectarHR rewards

Udemy for Business access

Job summary

Concord Technologies Inc. is seeking a Porting Specialist in Seattle, WA. The role focuses on migrating customers from their previous providers to the Concord network, handling porting of numbers and delivering high-quality support via email and phone.

Strong written and verbal communication are essential. The ideal candidate will manage a range of support tasks, review monitoring tools, and resolve issues promptly, with a customer-centric approach.

Qualifications

• Prior customer service and/or technical support experience.
• Excellent written and verbal communication skills.
• Interpersonal skills to interact professionally with 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.

Responsibilities

• 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.

Skills

Customer service

Technical support

Written communication

Verbal communication

Multi-tasking

Windows

MS Office

Networking basics

Tools

SMTP

TCP/IP

DNS

VPN

Remote access

Job description

Customer/Technical Support Representative - Porting Specialist

About Concord Technologies

Our fax-delivery suite of products allows our clients to exchange millions of patient information, insurance and other documents safely, swiftly and securely every business day. Concord’s use of Artificial Intelligence, analytics, and other cutting-edge technology also analyzes the data being transferred within a fax, then delivers it into the right inboxes and workflows, fundamentally changing how data moves.

More than 2,300 healthcare organizations, financial providers, and companies in other equally document-intensive industries trust Concord to deliver their confidential and sensitive information. We care about our customers, and with a retention rate of more than 98%, it’s clear they love the service and value we provide.

We have been in business since 1996 and growing faster than ever. Our products are getting smarter, our customers are getting bigger, and our user community is exploding. To continue meeting market demand and anticipating our customers’ needs, we are expanding our offerings. That means assembling a world-class team to take us through this next phase of growth. We hope you’d like to join us!

About the role

Concord Technologies is currently seeking a Porting Specialist 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. Priority will be given for candidates that demonstrate 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.

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.

Required Qualifications

• 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.

Preferred Qualifications

• Previous experience with telecommunications provider.
• Strong working knowledge of SMTP, TCP/IP, DNS, VPN, Internet applications, remote access.

Compensation Range : $26.00 - $29.00/ hr.

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:
• 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

Concord Technologies is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.