Tier 1 Technical Support Representative

Aureon


Date: 2 weeks ago
City: West Des Moines, IA
Contract type: Full time
Remote
Job Details

Description

Job Responsibilities:

  • Inbound Telephone Support – perform telephone support as scheduled. Ensure that customer questions are answered completely in a professional, caring and responsive manner, commitments to perform research and follow-up are completed, open issues are resolved and each contact -- including information and resolution achieved -- is logged in the appropriate ticketing system.
  • E-mail & Chat Support – perform as scheduled. Answer and complete all assigned messages or contacts; ensure that all customer questions and issues are addressed in the reply. Properly enter customer information and resolution in the appropriate ticketing system.
  • Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job. This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills. Ability to read, review and understand support resources provided by the contact center and its clients. Attend all training classes and complete any exercises assigned.
  • Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices
  • Focus on quality and customer satisfaction
  • Clear and thorough documentation of customer interactions required
  • Support inquiries include questions related to – Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events
  • Willing to 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
  • Project work that includes long and short-term initiatives

What can Aureon offer you?

  • 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

Required Education

  • High school or equivalent

Required Skills

  • 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

Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Regional Service Manager

UnityPoint Health, West Des Moines, IA
18 hours ago
Area of Interest: ManagementFTE/Hours per pay period: 1Department: Regional Services- UPH AdminShift: M-F 8-5Job ID: 161040UnityPoint Health InformationWhy UnityPoint Health?Commitment to our Team – We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.Culture – At UnityPoint Health, you matter. Come...

Architectural Historian

Flux Resources, West Des Moines, IA
1 day ago
Architectural Historian (Mid-Level) Must meet the professional standards outlined by the Secretary of the Interior’s Professional Standards in Archaeology with 5 years of experience in a related field. Should have previous experience identifying, evaluating archaeological properties, and drafting Section 106 consultation letters to SHPO and/or THPOs. Should have previous experience researching state/tribal site files, reviewing previous archaeological reports, and conduct...

Vice President of Product Development

Aureon, West Des Moines, IA
1 week ago
Job DetailsDescriptionESSENTIAL DUTIES AND RESPONSIBILITIES:Strategic Planning: Define and champion the product vision, roadmap, and strategy, aligning it with the company's overall business goals and market opportunities. This involves setting clear objectives and key results (OKRs) that align with overall strategic priorities.Team Leadership: Lead, mentor, and develop a high-performing team of product managers, designers, market analysts, trainers and other relevant personnel....