Tier 1 Technical Support Representative (REMOTE IOWA)

Aureon • West Des Moines, IA

255d • Remote

About The Position

The Tier 1 Technical Support Representative position involves providing inbound telephone support, e-mail, and chat support to customers. The representative is responsible for ensuring that customer questions are answered completely and professionally, commitments to perform research and follow-up are completed, and that all interactions are logged in the appropriate ticketing system. The role requires continual skill improvement, assisting customers with inquiries related to software and hardware, account management, and best practices, while focusing on quality and customer satisfaction. Clear documentation of customer interactions is essential, and the representative will also handle escalations to second-level support and manage open issues as needed. Project work may include long and short-term initiatives.

Requirements

• High school diploma or equivalent.
• Excellent interpersonal skills to establish and maintain effective relationships.
• 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.
• 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.
• Dependability, adaptability, and flexibility.
• Ability to diagnose and troubleshoot issues.
• Basic math skills.
• Creative thinking and reasoning ability.

Responsibilities

• Perform inbound telephone support as scheduled.
• Answer and complete all assigned e-mail and chat messages.
• Ensure customer questions and issues are addressed in replies.
• Log all customer interactions in the appropriate ticketing system.
• Continually strive to improve cognitive and customer service skills.
• Assist and educate customers with inquiries related to software and hardware.
• Focus on quality and customer satisfaction.
• Research and prepare detailed escalations to second-level support.
• Review, manage, and follow up on open issues as needed.
• Engage in project work that includes long and short-term initiatives.

Benefits

• Opportunities for professional growth, development, and advancement.
• 100% remote working employment model.
• Shift differential pay for evening and weekend shifts.
• Comprehensive training on hardware and software 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
• Industry: Administrative and Support Services
• Education Level: High school or GED