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Aureon · 3 weeks ago

Tier 1 Technical Support Representative (REMOTE WISCONSIN)

United States

Full-time

Remote

Entry Level

1+ years exp

Aureon is a company that provides professional growth and development opportunities, and they are seeking a Tier 1 Technical Support Representative. The role involves providing inbound telephone, email, and chat support to customers, ensuring their inquiries related to software and hardware are addressed while maintaining high customer satisfaction.

ConsultingHuman ResourcesInformation Technology

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

Qualification

Troubleshooting hardware/softwareCustomer support experienceComputer skillsMobile communications experienceBasic math skillsInterpersonal skillsCommunication skillsCreative thinking

Required

High school or equivalent

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