Tier 1 Technical Support Representative (REMOTE IOWA)

Aureon • Cedar Rapids, IA

2d • 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, 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 customer's voice. 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 customer questions are answered professionally and completely, commitments are met, and issues are resolved and logged.
• Perform scheduled email and chat support, addressing all assigned messages and contacts, ensuring customer questions and issues are resolved in replies, and logging interactions.
• Continuously improve cognitive and customer service skills, including product proficiency, problem-solving ability, and communication skills.
• 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 related to Hardware, Software, Wireless communications, OTAP, 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.
• Participate in project work, including 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