Customer Support Representative / Contact Center Agent (REMOTE IOWA)

Job Responsibilities

• Perform telephone support as scheduled.
• Ensure customer questions are answered completely in a professional, caring, and responsive manner.
• Complete commitments to research and follow-up.
• Resolve open issues and log each contact in the appropriate ticketing system.
• Perform e-mail and chat support as scheduled.
• Answer and complete all assigned messages or contacts, addressing customer questions and issues in replies.
• Properly enter customer information and resolution in the appropriate ticketing system.
• Strive to improve cognitive and customer service skills, including proficiency with supported products, problem-solving ability, and excellent verbal and written communication skills.
• Attend all training classes and complete assigned exercises.
• Provide feedback on support issues, resolutions, or suggestions to immediate supervisor or department manager.
• Communicate trends, issues, and appropriate solutions to supervisors and management.
• Provide procedural advice and assistance to other representatives.
• Maintain positive working relationships with support clients.
• Maintain departmental productivity standards while ensuring accuracy in the applicable ticketing system.

What Can Aureon Offer You?

• Opportunities for professional growth, development, and advancement within the organization.
• A 100% remote working employment model.
• 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 Paid Time Off (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.
• Aptitude for providing superior customer care.
• Must exhibit dependability, adaptability, and flexibility.
• Basic math skills.
• Creative thinking and reasoning ability.

Preferred Skills

• Experience in sales, marketing, or promotions.

Communication

Provide feedback on support issues, resolutions, or suggestions to immediate supervisor or department manager. Communicate trends, issues, and appropriate solutions to supervisors and management.

Support Coworkers

Provide procedural advice and assistance to other representatives.

Help Maintain and Ensure Positive Working Relationships with Support Clients

Maintain positive working relationships with support clients.

Work Conditions and Physical Requirements

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