Tier 1 Technical Support Representative (REMOTE IOWA)Aureon • Cedar Rapids, IA, US
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Tier 1 Technical Support Representative (REMOTE IOWA)
Aureon • Cedar Rapids, IA, US
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job_description.job_card.job_descriptionHigh school diploma 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 of 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. 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.
Tier 1 Technical Support Representative (REMOTE IOWA)
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Responsibilities
- Inbound Telephone Support – perform scheduled telephone support, answer customer questions professionally, complete research and follow-up, resolve open issues, and log each contact in the ticketing system.
- E-mail & Chat Support – answer all assigned messages or contacts, address all customer questions and issues in the reply, and enter customer information and resolution in the ticketing system.
- Skill improvement – continually improve cognitive and customer service skills, including product proficiency, problem-solving ability, and excellent verbal and written communication. Attend all training classes and complete any assigned exercises.
- Assist and educate customers on software, hardware, account management, installation, and best practices.
- Focus on quality and customer satisfaction.
- Document all customer interactions thoroughly.
- Support inquiries include hardware, software, wireless communications, OTAP (Over-the-Air-Programming), account management (billing), upgrades, online orders, and industry events.
- Advocate on behalf of 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-term and short-term initiatives.
Qualifications
Benefits
Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk.
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Technical Support Representative • Cedar Rapids, IA, US
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