Customer/Technical Support Representative - Porting Specialist

About Concord Technologies

Concord Technologies provides a fax-delivery platform that enables clients to securely and efficiently exchange millions of patient, insurance, and other sensitive documents daily. Utilizing artificial intelligence, analytics, and advanced technologies, Concord intelligently routes data contained within faxes to appropriate inboxes and workflows, revolutionizing data transfer processes.

Trusted by over 2,300 healthcare, finance, and document-reliant organizations, Concord boasts a customer retention rate exceeding 98%, highlighting its valued service. Established in 1996, the company is growing rapidly with expanding products and an increasing user base. To support future growth, Concord is building a talented team and invites you to be part of this journey.

Role Overview

We are seeking a Porting Specialist based in Seattle, WA, who is communicative, personable, and eager to learn. Proficiency in both verbal and written communication is essential as support is delivered via phone and email. Candidates must be autonomous, flexible, and maintain a positive attitude with a sense of humor.

Primary Responsibilities

• Coordinate customer migrations from previous providers to Concord’s network, focusing particularly on porting existing fax numbers through LNP work orders.
• Serve as the first point of contact for customers, mainly responding to email inquiries but also handling inbound phone calls when needed.
• Monitor support tools and manage ticket queues efficiently.
• Create, update, review, and resolve support tickets in a timely manner.
• Escalate complex issues to the appropriate next-level support team.

Qualifications

• Experience in customer service or technical support roles.
• Strong written and oral communication capabilities.
• Excellent interpersonal skills for professional interaction with customers and colleagues.
• Ability to multitask independently, prioritize urgent matters, and maintain close attention to detail within a process-driven environment.
• Familiarity with Windows operating system, Microsoft Office applications, and a fundamental understanding of cloud computing and virtualization technologies.

Preferred Skills

• Background working with telecommunications providers.
• Understanding of networking protocols and technologies such as SMTP, TCP/IP, DNS, VPN, Internet applications, and remote access.

Compensation and Benefits

The pay range for this role is $26 to $29 per hour, adjustable based on experience and qualifications.

• 401(k) plan with immediate vesting and a 6% company match.
• Flexible paid time off and sick leave.
• Ten paid company holidays annually.
• Comprehensive health coverage: 100% employer-paid medical, dental, and vision insurance for employees; 60% premium coverage for dependents.
• Optional insurance plans including pet, employee/spousal/child life, and AD&D insurance.
• Paid parental leave program.
• Free unlimited access to ORCA public transit cards for Seattle area residents.
• Employee rewards and recognition program.
• Unlimited access to Udemy for Business online courses.

Equal Employment Opportunity

Concord Technologies is committed to equal employment opportunity for all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status, or genetic information.