Job Details

Tier 1 Technical support representative (REMOTE IOWA)

Job responsibilities

• Inbound Telephone Support perform telephone support as scheduled. Ensure customer questions are answered fully in a professional, caring, and responsive manner; research and follow?up are committed, open issues are resolved and each contact including information and resolution achieved is logged in the appropriate ticketing system.
• E?mail & chat support perform as scheduled. Answer and complete all assigned messages or contacts; ensure all questions and issues are addressed in the reply. Enter customer information and resolution in the appropriate ticketing system.
• Skill improvement continually strive to improve cognitive and customer?service skills necessary to perform the job. Includes proficiency with supported products, demonstrated problem?solving ability, and excellent verbal and written communication skills. Read, review and understand support resources provided by the contact center and its clients. Attend all training classes and complete any exercises assigned.
• Assist and educate customers with inquiries related to software and hardware, account management, installation, and best practices.
• Focus on quality and customer satisfaction.
• Clear and thorough documentation of customer interactions required.
• Support inquiries include hardware, software, wireless communications, OTAP (Over?the?Air?Programming), account management (billing), upgrades, online orders and industry events.
• Willing to fiercely advocate on behalf of and represent the voice of the customer.
• Research and prepare detailed escalations to second level support.
• Review, manage and follow up on open issues as needed.
• Project work that includes long and short?term initiatives.

What can aureon offer you?

• Opportunities for professional growth, development, and advancement within the organization.
• 100% remote working employment model.
• Shift differential pay applied to evening and weekend shifts.
• Comprehensive training on hardware and software applications for qualified applicants.
• Knowledge and experience relating to basic computer applications.
• Competitive compensation and full benefits package for full?time employees.
• Health, dental, vision, and life insurance plans; 401K; and PTO.

Required education

• High school or equivalent.

Required skills

• Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner.
• Excellent written and oral communication skills, including strong listening skills.
• Intermediate to advanced computer skills with emphasis on Internet knowledge.
• 1?2 years experience troubleshooting hardware and/or software, either remotely or onsite.
• Experience working in a customer support center.
• Experience working with mobile communications.
• Experience working with transportation.
• Accounting or accounts receivable experience is a huge plus.
• Must exhibit dependability, adaptability and flexibility.
• Ability to diagnose and troubleshoot issues.
• Basic math skills.
• Creative thinking and reasoning ability.

Working conditions and physical requirements

• Primarily indoor work primarily in office environment.
• Frequent utilization of manual dexterity and visualizing of computer screen.
• No unusual physical requirements.

Seniority level

Entry level

Employment type

full?time

Job function

Information technology

Industries

Technology, information and internet

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