Remote Tier 1 Technical Support Representative (Remote Wisconsin)

Aureon; Santa Cruz de Tenerife; Remote; EUR 18,000 - 24,000; Full time

Benefits offered by this job

100% remote work

Shift differential for evenings/weekn

Comprehensive training

Health, Dental, Vision & Life Plans

401K & PTO

Job summary

Aureon is seeking a Remote Technical Support Representative to assist customers by phone, email, and chat. You will document interactions, resolve issues, and coordinate with second-level support as needed.

The role emphasizes quality service, continuous learning, and the ability to work independently in a 100% remote environment. Relevant experience in customer support and tech knowledge is favored.

Qualifications

• High school diploma or equivalent is required.
• 1–2 years of hardware or software troubleshooting experience.
• Experience in a customer support center.
• Strong communication and computer skills.
• Ability to work remotely and manage inquiries efficiently.

Responsibilities

• Inbound telephone support as scheduled, with complete, professional responses.
• Email and chat support; log interactions and resolutions in the ticketing system.
• Improve customer service skills through training and study of resources.
• Assist customers with software, hardware, account management and best practices.
• Focus on quality and customer satisfaction in every interaction.
• Document customer interactions clearly for future reference.
• Handle questions related to hardware, software, wireless, OTAP and orders.
• Escalate and prepare detailed notes for second level support.
• Contribute to project work and long-term initiatives.

Skills

Interpersonal skills

Written and verbal communication

Computer skills / Internet knowledge

Troubleshooting hardware/software

Customer support center experience

Mobile communications experience

Accounts receivable experience

Dependability and adaptability

Problem diagnosis and resolution

Basic math skills

Education

High school diploma or equivalent

Job description

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 neededProject 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