[Hiring] Customer Support Representative / Contact Center Agent @Aureon

Role Description

The role involves providing telephone, email, and chat support to customers, ensuring their questions are answered professionally and completely.

• Telephone Support: Perform telephone support as scheduled. Ensure 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 is logged in the appropriate ticketing system.
• E-mail & Chat Support: Perform as scheduled. Answer and complete all assigned messages or contacts; ensure 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 cognitive and customer service skills necessary for the job, including proficiency with supported products, demonstrated problem-solving ability, and excellent verbal and written communication skills. Attend all training classes and complete any assigned exercises.
• Communication: Provide feedback on support issues, resolutions, or suggestions to immediate supervisor or department manager. Communicate trends, issues, and appropriate solutions to supervisors and management.
• Support Coworkers: Provide procedural advice and assistance to other representatives.
• Maintain Relationships: Help maintain and ensure positive working relationships with support clients.
• Guidelines Compliance: Provide all support functions within the guidelines of the contact center and client policies and procedures.
• Productivity Standards: Maintain departmental productivity standards while exhibiting accuracy in the applicable ticketing system.

Qualifications

• High school or equivalent.

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.
• Aptitude for providing superior customer care.
• Must exhibit dependability, adaptability, and flexibility.
• Basic math skills.
• Creative thinking and reasoning ability.

Benefits

• Opportunities for professional growth, development, and advancement within the organization.
• 100% remote working employment model.
• 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.