Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Aureon • La Crosse, WI

2d • Remote

About The Position

We are seeking a Tier 1 Technical Support Representative to provide remote support to customers in Wisconsin. This role involves handling inbound telephone, email, and chat support, assisting customers with software and hardware inquiries, account management, installation, and best practices. The ideal candidate will focus on quality and customer satisfaction, maintain clear documentation of interactions, and advocate for the Voice of the Customer. Responsibilities also include researching and preparing escalations, managing open issues, and participating in project work.

Requirements

• 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.
• Must exhibit dependability, adaptability and flexibility.
• Ability to diagnose and troubleshoot issues.
• Basic math skills.
• Creative thinking and reasoning ability.

Nice To Haves

• Accounting or accounts receivable experience is a huge plus.

Responsibilities

• Perform scheduled inbound telephone support, ensuring complete and professional customer assistance, research, follow-up, and logging of all interactions in the ticketing system.
• Perform scheduled email and chat support, addressing all assigned messages and contacts, ensuring customer questions and issues are resolved, and properly documenting customer information and resolution in the ticketing system.
• Continuously improve cognitive and customer service skills, including proficiency with supported products, problem-solving ability, and excellent verbal and written communication.
• Read, review, and understand support resources provided by the contact center and its clients.
• Attend all training classes and complete assigned exercises.
• Assist and educate customers with inquiries related to software, hardware, account management, installation, and best practices.
• Focus on quality and customer satisfaction.
• Provide clear and thorough documentation of customer interactions.
• Support inquiries include questions related to Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events.
• 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.
• Participate in project work that includes long and short-term initiatives.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED