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Tier 1 Technical Support Representative (REMOTE IOWA)

Tier 1 Technical Support Representative (REMOTE IOWA)

AureonWest Des Moines, IA, US
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Overview

Tier 1 Technical Support Representative (REMOTE IOWA) – join to apply for the Tier 1 Technical Support Representative (REMOTE IOWA) role at Aureon.

Responsibilities

  • Inbound Telephone Support – perform telephone support as scheduled. Ensure that customer questions are answered completely in a professional, caring and responsive manner; complete commitments to perform research and follow-up; resolve open issues; and log each contact, information, and resolution in the 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 ticketing system.
  • Skill improvement – continually strive to improve cognitive and customer service skills, proficiency with supported products, problem solving, and verbal and written communication. Read, review and understand support resources; attend training classes and complete exercises.
  • Assist and educate customers with inquiries related to software and hardware, account management, installation, and best practices.
  • Focus on quality and customer satisfaction.
  • Document customer interactions clearly and 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 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 plus.
  • 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 in an office environment.
  • Frequent use of manual dexterity and visual interaction with computer screen.
  • No unusual physical requirements.

    • Seniority level

  • Entry level

    • Employment type

  • Full-time

    • Job function

  • Information Technology

    • Industries

  • Technology, Information and Internet

    • J-18808-Ljbffr

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    Technical Support Representative • West Des Moines, IA, US

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