Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Aureon • La Crosse, WI

1d • Remote

About The Position

We are seeking a Tier 1 Technical Support Representative to provide remote support to customers in Wisconsin. In this role, you will handle inbound telephone, email, and chat support, addressing customer inquiries related to hardware, software, wireless communications, account management, upgrades, and online orders. You will be responsible for diagnosing and troubleshooting issues, documenting customer interactions, and escalating complex problems to second-level support. Continuous improvement of skills, including problem-solving and communication, is essential. You will also participate in training and project work as needed, acting as a fierce advocate for the Voice of the Customer.

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.

Nice To Haves

• Experience working with Transportation Accounting or accounts receivable experience is a huge plus.

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 strive to improve cognitive and customer service skills.
• Gain proficiency with supported products, demonstrate problem-solving ability, and exhibit excellent communication skills.
• Read, review, and understand support resources.
• 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.
• PTO.

What This Job Offers

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