Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Aureon; Madison (WI); A distancia; USD 42.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Shift differential pay

Training and development

Health, Dental, Vision, Life Insurance

401K and PTO

Descripción de la vacante

Aureon seeks a dedicated Remote Technical Support Representative to handle inbound calls, emails, and chats, delivering professional, accurate assistance on hardware, software, and account management.

You will log interactions in the ticketing system, pursue ongoing skill development, and advocate for customer needs while resolving issues efficiently. Experience in customer support is required; remote work is offered with evening/weekend shift differentials.

Formación

• Excellent interpersonal and communication skills.
• Experience in a customer support center.
• Ability to diagnose and troubleshoot hardware and software remotely.
• Experience with Mobile Communications and Transportation sectors is a plus.
• Basic math and accounting/receivable experience is a huge plus.
• Dependability and flexibility.

Responsabilidades

• Provide inbound telephone support with professional, caring, and timely responses.
• Handle email and chat inquiries, log resolutions in the ticketing system.
• Improve skills through training; read support resources and attend classes.
• Assist customers with software, hardware, account management, installation, and best practices.
• Focus on quality and customer satisfaction; document interactions clearly.
• Handle inquiries on hardware, software, wireless, OTAP, billing, upgrades, orders, and events.
• Advocate for the Voice of the Customer and prepare detailed escalations.
• Review and follow up on open issues; participate in project work.

Conocimientos

Interpersonal skills

Written and verbal communication

Problem solving

Customer service

Remote troubleshooting

Attention to detail

Educación

High school or equivalent

Herramientas

Ticketing system

Descripción del empleo

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