Remote Tier 1 Technical Support Specialist

Aureon; Cedar Rapids (IA); Remote; USD 36,000 - 52,000; Full time

Benefits offered by this job

Remote work

Full benefits package

Health, Dental, Vision, Life Insurance

401K and PTO

Job summary

Aureon seeks a Tier 1 Technical Support Representative for a 100% remote role based in Cedar Rapids, IA. You will handle inbound telephone, email and chat support, log interactions, and escalate complex issues to second level support while maintaining high customer satisfaction.

The ideal candidate has strong interpersonal and written communication skills, solid computer proficiency, and 1–2 years in a customer support environment, with a focus on hardware and software troubleshooting.

Qualifications

• High school diploma or equivalent.
• Strong written and spoken communication.
• Proficiency with basic computer applications.
• 2+ years in customer support (phone/email/chat).
• Experience with hardware/software troubleshooting.

Responsibilities

• Inbound telephone support as scheduled and responsive to customer questions.
• Email and chat support; document interactions in ticketing system.
• Educate customers on software/hardware, account management, and best practices.
• Maintain quality and customer satisfaction; escalate when needed.
• Prepare detailed escalations to second-level support.
• Participate in long and short-term projects.

Skills

Interpersonal skills

Written and verbal communication

Computer skills

Troubleshooting hardware/software

Customer support experience

Mobile communications experience

Transportation experience

Accounts receivable experience

Dependability and adaptability

Issue diagnosis

Math skills

Creative thinking

Education

High school diploma or equivalent

Job description

Aureon seeks a Tier 1 Technical Support Representative for a 100% remote role based in Cedar Rapids, IA. You will handle inbound telephone, email and chat support, log interactions, and escalate complex issues to second level support while maintaining high customer satisfaction.

The ideal candidate has strong interpersonal and written communication skills, solid computer proficiency, and 1–2 years in a customer support environment, with a focus on hardware and software troubleshooting.