Remote Tier 1 Technical Support Representative (REMOTE IOWA)

Aureon; Deutschland; Hybrid; EUR 28.000 - 42.000; Vollzeit

Benefits dieser Stelle

Remote work 100%

Shift differential pay

Comprehensive training

Health, Dental, Vision, Life Insurance

401K and PTO

Zusammenfassung

Aureon is seeking a dedicated Technical Support Representative in Germany to join our customer care team. The role combines inbound telephone support with email and chat interactions, handling hardware and software questions and account management while delivering patient, professional service.

You will work in a hybrid remote environment, log all interactions in our ticketing system, and participate in ongoing training to stay current with products and processes.

Qualifikationen

• High school diploma or equivalent is required.
• Excellent written and oral communication; strong listening skills.
• 1-2 years troubleshooting hardware and/or software, remote or onsite.
• Experience in a customer support center and with mobile communications.

Aufgaben

• Inbound Telephone Support -- respond professionally, resolve issues and log each contact in the ticketing system.
• E-mail & Chat Support -- answer messages, ensure resolution and proper data entry.
• Assist customers with software/hardware inquiries, account management, installation and best practices.
• Maintain quality, document interactions clearly, and support inquiries across hardware/software/OTAP.
• Escalate to second level support when needed and manage open issues.

Kenntnisse

Interpersonal skills

Communication

Computer skills

Troubleshooting hardware/software

Customer support experience

Mobile communications

Transportation experience

Accounts receivable

Dependability

Problem solving

Ausbildung

High school diploma

Tools

Ticketing system

Jobbeschreibung

Job description

Job Type: Full-time

Remote: Hybrid
Job Responsibilities:

• Inbound Telephone Support -- perform telephone support as scheduled. Ensure that customer questions are answered completely in a professional, caring and responsive manner, commitments to perform research and follow-up are completed, 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 that all customer questions and issues are addressed in the reply. Properly enter customer information and resolution in the appropriate ticketing system.
• Skill improvement -- continually strive to improve the cognitive and customer service skills necessary to perform the job. This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills. Ability to 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 both 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 questions related to -- 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

Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk