Remote Tier 1 Tech Support Specialist

Aureon; Madison (WI); Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Remote work

Shift differential pay

Training and development

Health, Dental, Vision, Life Insurance

401K and PTO

Job summary

Aureon seeks a dedicated Remote Technical Support Representative to handle inbound calls, emails, and chats, delivering professional, accurate assistance on hardware, software, and account management.

You will log interactions in the ticketing system, pursue ongoing skill development, and advocate for customer needs while resolving issues efficiently. Experience in customer support is required; remote work is offered with evening/weekend shift differentials.

Qualifications

• Excellent interpersonal and communication skills.
• Experience in a customer support center.
• Ability to diagnose and troubleshoot hardware and software remotely.
• Experience with Mobile Communications and Transportation sectors is a plus.
• Basic math and accounting/receivable experience is a huge plus.
• Dependability and flexibility.

Responsibilities

• Provide inbound telephone support with professional, caring, and timely responses.
• Handle email and chat inquiries, log resolutions in the ticketing system.
• Improve skills through training; read support resources and attend classes.
• Assist customers with software, hardware, account management, installation, and best practices.
• Focus on quality and customer satisfaction; document interactions clearly.
• Handle inquiries on hardware, software, wireless, OTAP, billing, upgrades, orders, and events.
• Advocate for the Voice of the Customer and prepare detailed escalations.
• Review and follow up on open issues; participate in project work.

Skills

Interpersonal skills

Written and verbal communication

Problem solving

Customer service

Remote troubleshooting

Attention to detail

Education

High school or equivalent

Tools

Ticketing system

Job description

Aureon seeks a dedicated Remote Technical Support Representative to handle inbound calls, emails, and chats, delivering professional, accurate assistance on hardware, software, and account management.

You will log interactions in the ticketing system, pursue ongoing skill development, and advocate for customer needs while resolving issues efficiently. Experience in customer support is required; remote work is offered with evening/weekend shift differentials.