Tier 1 Technical Support Representative (REMOTE IOWA)

Aureon; West Des Moines (IA); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Tier 1 Technical Support Representative to join their remote team in Iowa. This role involves providing exceptional customer service through inbound telephone, email, and chat support. You'll assist customers with hardware and software inquiries while continually enhancing your technical skills. The company offers comprehensive training, competitive salary, and full benefits, including health and retirement plans. If you're passionate about helping others and looking for professional growth in a supportive environment, this opportunity is perfect for you.

Benefits

Opportunities for Professional Growth

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/software, remotely or onsite.
• Excellent interpersonal and communication skills are essential.

Responsibilities

• Provide inbound telephone, email, and chat support to customers.
• Assist with inquiries related to hardware, software, and account management.

Skills

Interpersonal Skills

Communication Skills

Troubleshooting Hardware/Software

Computer Skills

Dependability

Adaptability

Basic Math Skills

Education

High School Diploma or Equivalent

Job description

Tier 1 Technical Support Representative (REMOTE IOWA)

Job Category: Contact Center

Requisition Number: TIER1001391

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• Posted: April 24, 2025
• Full-Time

Locations

Showing 1 location

• Inbound Telephone Support – perform scheduled telephone support, ensuring customer questions are answered professionally, thoroughly, and with care. Follow-up and research commitments are to be completed, and all interactions logged appropriately.
• E-mail & Chat Support – perform scheduled support via email and chat. Address all customer inquiries completely, enter customer info and resolutions accurately in the ticketing system.
• Skill Improvement – continually enhance customer service and technical skills, including product knowledge, problem-solving, and communication. Attend training and complete exercises as assigned.
• Customer Assistance – assist with inquiries related to hardware, software, account management, installation, and best practices.
• Quality Focus – prioritize quality and customer satisfaction, documenting interactions thoroughly.
• Support Inquiries – handle questions related to hardware, software, communications, account management, upgrades, online orders, and industry events.
• Advocacy – represent and advocate for the Voice of the Customer.
• Escalations – research, prepare, and escalate issues to second-level support as needed.
• Follow-up – review and manage open issues, ensuring proper follow-up.
• Project Work – participate in projects and initiatives, both short and long-term.

What can Aureon offer you?

• Opportunities for professional growth and advancement
• 100% remote work
• Shift differential pay for evening and weekend shifts
• Comprehensive training on hardware and software
• Knowledge and experience with basic computer applications
• Competitive salary and full benefits, including health, dental, vision, life insurance, 401K, and PTO

Required Education:

• High school diploma or equivalent

Required Skills:

• Excellent interpersonal and communication skills
• Intermediate to advanced computer skills, especially Internet use
• 1-2 years experience troubleshooting hardware/software, remotely or onsite
• Experience in customer support centers, mobile communications, transportation, and accounts receivable is a plus
• Dependability, adaptability, and flexibility
• Ability to diagnose and troubleshoot issues
• Basic math skills, creative thinking, and reasoning

Working Conditions and Physical Requirements:

• Primarily indoor, office environment
• Manual dexterity and visual focus on screens
• No unusual physical requirements

Keywords: Remote, Technical Support, Contact Center, Help Desk, Inbound Support

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Education

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Licenses & Certifications

Equal Opportunity Employer. This employer is committed to providing equal employment opportunities. For more information, review the 'Know Your Rights' notice from the Department of Labor.