Remote Tier 1 Technical Support Representative (REMOTE WISCONSIN)

Posted yesterday

aureonInglewood (CA)

Customer Service Representatives Telemarketing Bureaus and Other Contact Centers

SENIORITY

Mid

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About the role

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 abilityWORKING CONDITIONS AND PHYSICAL REQUIREMENTS:Primarily indoor work primarily in office environment
Frequent utilization of manual dexterity and visualizing of computer screen
No unusual physical requirements
Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk

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