Aureon
Tier 1 Technical Support Representative (REMOTE IOWA)
Aureon, Cedar Rapids, Iowa, United States, 52404
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 practicesFocus on quality and customer satisfactionClear and thorough documentation of customer interactions requiredSupport inquiries include questions related to – Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry eventsWilling to fiercely advocate on behalf of and represent the Voice of the CustomerResearch and prepare detailed escalations to second level supportReview, manage and follow up on open issues as neededProject work that includes long and short-term initiativesWhat can Aureon offer you?
Opportunities for professional growth, development, and advancement within the organization100% remote working employment modelShift differential pay applied to evening and weekend shiftsComprehensive training on hardware and software applications for qualified applicantsKnowledge and experience relating to basic computer applicationsCompetitive compensation and full benefits package for full-time employeesHealth, Dental, Vision, and Life Insurance Plans, 401K, and PTORequired Education:
High school or equivalentRequired Skills:
Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous mannerExcellent written and oral communication skills, including strong listening skillsIntermediate to advanced computer skills with emphasis on Internet knowledge1-2 years experience troubleshooting hardware and/or software, either remotely or onsiteExperience working in a customer Support CenterExperience working with Mobile CommunicationsExperience working with TransportationAccounting or accounts receivable experience is a huge plusMust exhibit dependability, adaptability and flexibilityAbility to diagnose and troubleshoot issuesBasic math skillsCreative thinking and reasoning ability
Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk
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 practicesFocus on quality and customer satisfactionClear and thorough documentation of customer interactions requiredSupport inquiries include questions related to – Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry eventsWilling to fiercely advocate on behalf of and represent the Voice of the CustomerResearch and prepare detailed escalations to second level supportReview, manage and follow up on open issues as neededProject work that includes long and short-term initiativesWhat can Aureon offer you?
Opportunities for professional growth, development, and advancement within the organization100% remote working employment modelShift differential pay applied to evening and weekend shiftsComprehensive training on hardware and software applications for qualified applicantsKnowledge and experience relating to basic computer applicationsCompetitive compensation and full benefits package for full-time employeesHealth, Dental, Vision, and Life Insurance Plans, 401K, and PTORequired Education:
High school or equivalentRequired Skills:
Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous mannerExcellent written and oral communication skills, including strong listening skillsIntermediate to advanced computer skills with emphasis on Internet knowledge1-2 years experience troubleshooting hardware and/or software, either remotely or onsiteExperience working in a customer Support CenterExperience working with Mobile CommunicationsExperience working with TransportationAccounting or accounts receivable experience is a huge plusMust exhibit dependability, adaptability and flexibilityAbility to diagnose and troubleshoot issuesBasic math skillsCreative thinking and reasoning ability
Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk