[Hiring] Tier 1 Technical Support Representative @Aureon

Role Description

• Inbound Telephone Support
  • Perform telephone support as scheduled.
  • Ensure that customer questions are answered completely in a professional, caring, and responsive manner.
  • Complete commitments to perform research and follow-up.
  • Resolve open issues and log each contact, including information and resolution achieved, 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 cognitive and customer service skills necessary to perform the job.
  • Achieve proficiency with supported products.
  • Demonstrate problem-solving ability and excellent verbal and written communication skills.
  • Read, review, and understand support resources provided by the contact center and its clients.
  • Attend all training classes and complete any assigned exercises.
• Assist and educate customers with inquiries related to:
  • Software and hardware
  • Account management
  • Installation
  • 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
  • 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.

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.
• 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.

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.