Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Aureon; Wisconsin; Remoto; USD 32.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

100% remote work

Comprehensive training

Benefits package

Descrizione del lavoro

Aureon is seeking a Tier 1 Technical Support Representative to provide inbound, remote Wisconsin-based support, including phone, email and chat channels. The role emphasizes clear communication, problem solving and thorough documentation of customer interactions.

Candidates should have strong interpersonal skills, basic hardware/software troubleshooting and experience in a customer support environment. The position offers full-time hours, a comprehensive benefits package, and a fully remote work

Competenze

• Ability to troubleshoot hardware and software remotely
• Experience in a customer support center or help desk
• Familiarity with inbound, email and chat support processes

Mansioni

• Inbound Telephone Support – handle scheduled calls, resolve issues and log details in the ticketing system
• Email & Chat Support – respond to messages, document information and resolutions
• Educate customers on hardware, software, account management, installation and best practices
• Focus on quality and customer satisfaction
• Document customer interactions clearly
• Handle inquiries related to hardware, software, wireless communications, OTAP, billing, upgrades, orders
• Prepare detailed escalations to second level support
• Review and follow up on open issues; participate in project work

Conoscenze

Interpersonal skills

Written and verbal communication

Problem solving

Technical troubleshooting

Remote support

Customer service

Team collaboration

Attention to detail

Formazione

High school or equivalent

Strumenti

Ticketing system

Descrizione del lavoro

Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Job Category: Contact Center

Requisition Number: TIER1001571

Full-Time

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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.