Tier 1 Technical Support Representative (REMOTE IOWA)

Job Responsibilities

• Perform inbound telephone support as scheduled.
• Ensure customer questions are answered completely in a professional, caring, and responsive manner.
• Complete commitments to research and follow-up on customer issues.
• Resolve open issues and log each contact in the appropriate ticketing system.
• Perform e-mail and chat support as scheduled.
• Answer and address all assigned messages or contacts.
• Enter customer information and resolution in the appropriate ticketing system.
• Strive to improve cognitive and customer service skills through continuous learning.
• Read, review, and understand support resources provided by the contact center and its clients.
• Attend and complete all assigned training classes.
• Assist and educate customers with inquiries related to hardware, software, wireless communications, OTAP, account management, installation, and best practices.
• Focus on quality and customer satisfaction in all interactions.
• Document customer interactions thoroughly.
• Handle inquiries related to hardware, software, wireless communications, OTAP, account management, upgrades, online orders, and industry events.
• Be willing to advocate on behalf of and represent the Voice of the Customer.
• Research and prepare detailed escalations to second-level support.
• Manage and follow up on open issues as needed.
• Participate in project work that includes long and short-term initiatives.

What Can Aureon Offer You?

• Opportunities for professional growth, development, and advancement within the organization.
• A 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.
• A 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 diploma or equivalent.

Required Skills

• Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors, and business contacts.
• Strong written and oral communication skills, including strong listening skills.
• Intermediate to advanced computer skills with emphasis on Internet knowledge.
• One to two years of 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.
• Experience with accounting or accounts receivable.
• Dependability, adaptability, and flexibility.
• Basic math skills.
• Creative thinking and reasoning ability.

Working Conditions and Physical Requirements

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