Tier 1 Technical Support Representative (REMOTE IOWA)

Aureon • West Des Moines, IA

23h • Remote

About The Position

We are seeking a Tier 1 Technical Support Representative to provide remote support to customers. This role involves handling inbound telephone calls, emails, and chats to assist customers with hardware, software, account management, installation, and best practices. The ideal candidate will possess excellent communication and problem-solving skills, a commitment to customer satisfaction, and the ability to document customer interactions thoroughly. You will also be responsible for escalating complex issues and participating in project work.

Requirements

• High school or equivalent education.
• 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.

Responsibilities

• Perform scheduled inbound telephone, email, and chat support.
• Answer customer questions completely, professionally, and responsively.
• Resolve open issues and log all contacts and resolutions in the ticketing system.
• Continuously improve cognitive and customer service skills, including product proficiency, problem-solving, and communication.
• Read, review, and understand support resources.
• Attend training classes and complete assigned exercises.
• Assist and educate customers with inquiries related to hardware, software, 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.
• PTO.

What This Job Offers

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