Remote Tier 1 Tech Support Specialist

Aureon; Des Moines (IA); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

100% remote work

Shift differential pay

Comprehensive training

Health, Dental, Vision, Life Insurance

401K & PTO

Job summary

Aureon is seeking a remote Technical Support Representative to join our contact center. You will handle inbound telephone support, email and chat interactions, and document every customer interaction in our ticketing system.

The role emphasizes problem solving, knowledge of hardware and software, and the ability to advocate for the customer. We offer 100% remote work, shift differential evenings/weekends, plus comprehensive training and a full benefits package.

Qualifications

• Excellent interpersonal and communication skills.
• 1–2 years experience troubleshooting hardware and/or software.
• Experience in a customer support center.
• Experience with Mobile Communications.
• Experience with Transportation.
• Accounting or accounts receivable experience is a huge plus.
• Dependability, adaptability and flexibility.
• Ability to diagnose and troubleshoot issues.
• Basic math skills.
• Creative thinking and reasoning ability.

Responsibilities

• Inbound Telephone Support: answer customer questions professionally and log all interactions.
• E-mail & Chat Support: respond to messages and log resolutions.
• Assist and educate customers on software/hardware, accounts, installation, and best practices.
• Focus on quality and customer satisfaction.
• Document customer interactions clearly.
• Handle inquiries about hardware, software, wireless, OTAP, accounts, upgrades, online orders and events.
• Research and prepare detailed escalations to second level support.
• Review and follow up on open issues.
• Participate in long and short-term project work.

Skills

Excellent interpersonal skills

Written & Verbal Communication

Internet proficiency

Hardware/Software Troubleshooting

Customer support center experience

Mobile communications experience

Transportation experience

Accounts receivable experience

Dependability & adaptability

Diagnosis & troubleshooting

Basic math skills

Creative thinking

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Aureon is seeking a remote Technical Support Representative to join our contact center. You will handle inbound telephone support, email and chat interactions, and document every customer interaction in our ticketing system.

The role emphasizes problem solving, knowledge of hardware and software, and the ability to advocate for the customer. We offer 100% remote work, shift differential evenings/weekends, plus comprehensive training and a full benefits package.