Tier 1 Technical Support Representative (REMOTE IOWA)

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

Job 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 – perform as scheduled. 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 the cognitive and customer service skills necessary to perform the job. This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills. Ability to read, review and understand support resources provided by the contact center and its clients. Attend all training classes and complete any exercises assigned.
• 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.
• Willing to fiercely 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.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• Primarily indoor work primarily in office environment.
• Frequent utilization of manual dexterity and visualizing of computer screen.
• No unusual physical requirements.

Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk