Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Aureon; La Crosse (WI); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Tier 1 Technical Support Representative to join their remote team in La Crosse, Wisconsin. This role involves providing exceptional support through inbound calls, emails, and chat, ensuring customer inquiries are resolved efficiently. The ideal candidate will possess excellent communication skills and a strong customer service orientation, thriving in a fast-paced environment. With opportunities for professional growth and a comprehensive benefits package, this position offers a chance to make a significant impact while working from the comfort of your home.

Benefits

Remote Work

Comprehensive Training

Health Insurance

Dental Insurance

Vision Insurance

401K

Paid Time Off

Shift Differential Pay

Qualifications

• 1-2 years experience in troubleshooting hardware and software.
• Excellent communication skills and customer service orientation.
• Ability to work in a fast-paced technical support environment.

Responsibilities

• Provide inbound telephone support and ensure customer satisfaction.
• Assist customers with software and hardware inquiries.
• Document customer interactions thoroughly in the ticketing system.

Skills

Interpersonal Skills

Written Communication

Oral Communication

Troubleshooting Hardware

Troubleshooting Software

Internet Knowledge

Customer Service

Creative Thinking

Education

High School Diploma or Equivalent

Tools

Ticketing System

Job description

Tier 1 Technical Support Representative (REMOTE WISCONSIN)

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Tier 1 Technical Support Representative (REMOTE WISCONSIN)

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• 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
  
  

Job Details

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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