Tier 1 Technical Support Representative (REMOTE IOWA)

Aureon; Cedar Rapids (IA); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is looking for a Tier 1 Technical Support Representative to join their remote team in Cedar Rapids. This role involves providing exceptional support via phone, email, and chat, ensuring customer satisfaction while troubleshooting hardware and software issues. The ideal candidate will possess strong communication skills and a passion for helping others. With a focus on professional growth, this company offers comprehensive training and a competitive benefits package, making it a fantastic opportunity for those looking to advance their careers in a supportive environment.

Benefits

100% Remote Work

Shift Differential Pay

Comprehensive Training

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401K

Paid Time Off (PTO)

Qualifications

• 1-2 years experience troubleshooting hardware and software.
• Excellent communication skills and customer service abilities.

Responsibilities

• Provide inbound telephone support and resolve customer issues.
• Assist customers with inquiries related to software and hardware.

Skills

Interpersonal Skills

Written Communication

Oral Communication

Computer Skills

Troubleshooting Hardware

Troubleshooting Software

Customer Support Experience

Mobile Communications

Transportation Knowledge

Accounting Experience

Education

High School Diploma or Equivalent

Job description

Tier 1 Technical Support Representative (REMOTE IOWA)

Job Category: Contact Center

Requisition Number: TIER1001282

Posted: October 9, 2024

Employment Type: Full-Time

Locations

Remote - Cedar Rapids, IA 52408, USA

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: 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 cognitive and customer service skills necessary to perform the job, including proficiency with supported products, demonstrated problem-solving ability, and excellent verbal and written communication skills. Attend all training classes and complete any assigned exercises.
• 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.
• 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.