Remote Tier 1 Technical Support Representative (Remote Wisconsin)

Aureon; España; Remote; EUR 24,000 - 32,000; Full time

Benefits offered by this job

100% remote work

Shift differential pay

Comprehensive training

Full benefits package

Job summary

Aureon is hiring a Remote Technical Support Representative in Spain to handle inbound calls, emails and chats, resolving issues and documenting interactions.

The role emphasizes customer service, knowledge of hardware/software, and collaboration with second-level support; training and benefits are provided, with shift differentials for evening/weekend.

Qualifications

• High school diploma or equivalent required.
• Excellent interpersonal and communication skills (written and oral).
• 2 years experience in customer support, preferably in tech or telecom.
• Experience with hardware/software troubleshooting.
• Experience with mobile communications and account management.
• Ability to work remotely and learn rapidly.

Responsibilities

• Provide inbound telephone support and answer questions professionally, logging all interactions in the ticketing system.
• Handle email and chat support, ensuring all queries are addressed and records updated.
• Improve skills via training, apply knowledge to software/hardware inquiries.
• Assist customers with software/hardware inquiries, account management, installation, and best practices.
• Maintain high quality and customer satisfaction; document interactions.
• Support inquiries cover hardware, software, wireless, OTAP, billing, upgrades, orders and events.
• Advocate for the customer and escalate to second level when needed.
• Manage open issues and participate in projects.

Skills

Interpersonal skills

Written and verbal communication

Problem solving

Customer service experience

Mobile communications experience

Accounts receivable experience

Adaptability and flexibility

Basic math skills

Remote/online support

Education

High school diploma or equivalent

Tools

Ticketing systems

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 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