Tier 1 Technical Support Representative (REMOTE IOWA)
Aureon · West Des Moines, IA
- On site
- Full-time
- $45,000 / year
- West Des Moines, IA
Job highlights
- Provide inbound phone, email, and chat technical support.
- Troubleshoot hardware, software, and account issues.
- Focus on quality and customer satisfaction.
- Work remotely with shift differential pay.
- Grow professionally with comprehensive training.
About the role
Tier 1 Technical Support Representative
Aureon is seeking a dedicated Tier 1 Technical Support Representative to join our remote team. This role is crucial for providing exceptional customer service and technical assistance to our clients.
Job Responsibilities:
- Inbound Telephone Support: Provide scheduled telephone support, ensuring complete, professional, and responsive customer interactions. Resolve open issues and log all contacts and resolutions in the ticketing system.
- E-mail & Chat Support: Handle scheduled email and chat support, addressing all assigned messages and customer inquiries thoroughly. Document customer information and resolutions accurately.
- Skill Improvement: Continuously enhance cognitive and customer service skills. This includes mastering supported products, demonstrating problem-solving abilities, and excelling in verbal and written communication. Review and understand provided support resources. Attend all training sessions and complete assigned exercises.
- Customer Assistance: Educate customers on software and hardware inquiries, account management, installation, and best practices. Focus on delivering quality service and high customer satisfaction.
- Documentation: Maintain clear and thorough documentation of all customer interactions.
- Support Inquiries: Address questions related to Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders, and Industry events.
- Customer Advocacy: Fiercely advocate for and represent the Voice of the Customer.
- Escalations: Research and prepare detailed escalations for second-level support.
- Issue Management: Review, manage, and follow up on open issues as needed.
- Project Work: Participate in project initiatives, both long and short-term.
What can Aureon offer you?
- 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.
- Knowledge and experience with 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 for professional and courteous customer and employee relations.
- Excellent written and oral communication skills, with strong listening abilities.
- Intermediate to advanced computer skills, with an emphasis on Internet knowledge.
- 1-2 years of experience troubleshooting hardware and/or software (remote or onsite).
- Experience working in a Customer Support Center.
- Experience with Mobile Communications.
- Experience with Transportation.
- Accounting or accounts receivable experience is a significant plus.
- Dependability, adaptability, and flexibility.
- Ability to diagnose and troubleshoot issues.
- Basic math skills.
- Creative thinking and reasoning ability.
Working Conditions And Physical Requirements:
- Primarily indoor work in an office environment.
- Frequent use of manual dexterity and visualization of computer screens.
- No unusual physical requirements.
Key skills/competency:
- Technical Support
- Customer Service
- Troubleshooting
- Hardware Support
- Software Support
- Communication Skills
- Problem Solving
- Ticketing Systems
- Remote Support
- Customer Satisfaction
Skills & topics
- Technical Support Representative
- Tier 1 Support
- Customer Service
- Remote Work
- Technical Support
- Troubleshooting
- Help Desk
- Customer Support
- IT Support
- Aureon
How to get hired
- Tailor your resume: Highlight your 1-2 years of technical troubleshooting experience, customer support center background, and specific skills like mobile communications and account management to match the Aureon Tier 1 Technical Support Representative role.
- Showcase technical aptitude: Emphasize your intermediate to advanced computer skills, Internet knowledge, and ability to diagnose and troubleshoot hardware/software issues in your application.
- Demonstrate customer focus: Provide examples of your excellent communication, interpersonal, and listening skills, along with your commitment to customer satisfaction and advocacy.
- Prepare for remote work: Be ready to discuss your experience with remote work, your dependability, adaptability, and flexibility, as this is a 100% remote position.
- Research Aureon: Understand Aureon's mission and values to better align your responses during the interview process.
Technical preparation
Practice troubleshooting common hardware/software issues.,Familiarize yourself with ticketing systems.,Review common mobile communication problems.,Enhance internet navigation and research skills.
Behavioral questions
Describe a difficult customer issue you resolved.,How do you handle multiple customer inquiries?,Give an example of advocating for a customer.,How do you stay updated on technical skills?
Frequently asked questions
- What is the work arrangement for the Tier 1 Technical Support Representative role at Aureon?
- The Tier 1 Technical Support Representative position at Aureon offers a 100% remote working employment model, allowing you to work from home.
- What kind of technical issues will I be troubleshooting as a Tier 1 Technical Support Representative at Aureon?
- As a Tier 1 Technical Support Representative, you will handle inquiries related to hardware, software, wireless communications, OTAP, account management (billing), upgrades, online orders, and industry events.
- Does Aureon offer training for the Tier 1 Technical Support Representative position?
- Yes, Aureon provides comprehensive training on hardware and software applications for qualified applicants for the Tier 1 Technical Support Representative role.
- Are there any specific hours or shifts for the Tier 1 Technical Support Representative role at Aureon?
- The role involves scheduled inbound telephone, email, and chat support. Aureon offers shift differential pay for evening and weekend shifts, indicating a variety of possible schedules.
- What are the key skills required for the Tier 1 Technical Support Representative position at Aureon?
- Key skills include excellent interpersonal and communication abilities, intermediate to advanced computer proficiency, 1-2 years of troubleshooting experience, customer support center experience, and familiarity with mobile communications.
- Is there an opportunity for career growth within Aureon for a Tier 1 Technical Support Representative?
- Aureon offers opportunities for professional growth, development, and advancement within the organization for employees in the Tier 1 Technical Support Representative role.
- What benefits does Aureon provide for full-time Tier 1 Technical Support Representatives?
- Full-time employees receive a competitive compensation and full benefits package, including Health, Dental, Vision, and Life Insurance Plans, a 401K, and PTO.
- What is the minimum education requirement for the Tier 1 Technical Support Representative job at Aureon?
- The minimum education requirement for the Tier 1 Technical Support Representative position at Aureon is a high school diploma or equivalent.