Remote Tier 1 Tech Support Specialist

Aureon; Iowa Center (IA); Remote; USD 32,000 - 52,000; Full time

Benefits offered by this job

100% remote work

Shift differential for evenings/weekn

Comprehensive training program

Full benefits package

Health, Dental, Vision, Life Insurance

Job summary

Aureon is seeking a Remote Technical Support Representative to provide inbound telephone, email, and chat support for customers. The role emphasizes resolving hardware and software issues, account management, and best practices in a fully remote environment.

Candidates should have strong communication skills, 1–2 years in a customer support setting, and comfort with digital ticketing systems. Training is provided, with benefits for full-time staff.

Qualifications

• Excellent interpersonal skills to establish and maintain professional relationships.
• Excellent written and oral communication 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.

Responsibilities

• Inbound Telephone Support – perform telephone support as scheduled, resolve issues and log all information.
• E-mail & Chat Support – answer messages, ensure issues are addressed and enter information in the ticketing system.
• Skill improvement – improve cognitive and customer service skills through training and resources.
• Assist and educate customers with software/hardware inquiries, account management and best practices.
• Focus on quality and customer satisfaction.
• Document customer interactions clearly in the ticketing system.
• Support inquiries cover hardware, software, wireless, OTAP, billing, upgrades, and events.
• Advocate on behalf of the Voice of the Customer.
• Research and prepare detailed escalations to second level support.
• Review and follow up on open issues as needed.
• Engage in project work with long/short term initiatives.

Skills

Interpersonal skills

Communication skills

Computer skills

Troubleshooting

Support Center experience

Mobile communications

Transportation experience

Accounts receivable

Dependability

Diagnosis & problem solving

Math skills

Creative thinking

Education

High school or equivalent

Tools

Job description

Aureon is seeking a Remote Technical Support Representative to provide inbound telephone, email, and chat support for customers. The role emphasizes resolving hardware and software issues, account management, and best practices in a fully remote environment.

Candidates should have strong communication skills, 1–2 years in a customer support setting, and comfort with digital ticketing systems. Training is provided, with benefits for full-time staff.