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.

• Telephone Support – perform telephone support as scheduled and ensure customer questions are answered completely • E-mail & Chat Support – perform as scheduled and complete all assigned messages or contacts • Skill improvement – strive to improve cognitive and customer service skills necessary for the job • Communication – provide feedback on support issues, resolutions or suggestions to supervisors • Support coworkers – provide procedural advice and assistance to other representatives

• Telephone Support – perform telephone support as scheduled. • E-mail & Chat Support – perform as scheduled. Answer and complete all assigned messages or contacts. • Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job. • Communication – provide feedback on support issues, resolutions or suggestions to immediate supervisor or department manager. • Support coworkers – provide procedural advice and assistance to other representatives.

• 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 is logged in the appropriate ticketing system • E-mail & Chat Support – perform as scheduled • Answer and complete all assigned messages or contacts • Properly enter customer information and resolution in the appropriate ticketing system • Skill improvement – continually strive to improve cognitive and customer service skills • 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

• Inbound Telephone Support – perform telephone support as scheduled • Ensure that customer questions are answered completely in a professional, caring and responsive manner • Ensure 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 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

• Prepares Pricing for Sales utilizing analysis of revenue, market share, capacity, and competitor activity in the wholesale, B2B, and ITC markets • Conducts market research, assesses data, and develops insights into market trends and pricing strategies • Sends ITC/Third Party Off-net Requests, including: Timelines for Service Turn-up/Install New circuits, Re-term Upgrades, Coterminous Upgrades, Re-terms, and Disconnects with ITC & 3rd Party. ITC & 3 rd Party RFP follow-up for returned pricing • Coordinates tools, reports, and communications for accurate pricing information responsive to market changes - After 60-90 Days, Pricing Refreshed • Works with Technical Solutions Architect & Planning Engineers to ensure proper solutions are being priced. • Assists with conducting internal circuit audits to ensure accuracy & confirm renewal cost info with LMP. • Assists in auditing and notification of LMP rate increase data. • Conducts Aureon LIT Building analysis and provides maintenance. • Other duties as assigned

• Build and maintain strong, long-lasting relationships with both new and existing clients. • Serve as the primary point of contact for client inquiries, concerns, and support needs. • Identify and pursue new business opportunities through prospecting, networking, cold calling, and email outreach. • Execute strategic sales plans to achieve and exceed revenue targets. • Collaborate effectively with internal teams to ensure seamless client onboarding and satisfaction.

• Develop and deliver sales presentations and quotes to clients • Responsible for securing new clients for Aureon • Support the retention and growth of existing clients • Aggressively develop, maintain and grow a sales pipeline of prospects • Provide weekly and monthly reporting to President and VP – Sales

• Troubleshooting malfunctions of servers, network hardware and software applications to resolve operational issues • Setup, configure, and troubleshoot complex server environments • Maintaining multi-site network operations and software applications • Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support • Administration of systems and servers related to your position to ensure availability of services to authorized users • Administer & maintain Microsoft 365 environments including Entra ID, Exchange Online, Security, Purview, Compliance, and Licensing control • Manage and support backup platforms such as Datto, Cohesity, and Cove

• Install various network devices & services (e.g., routers, switches, firewalls, SD-WAN, VPN, QoS) • Conduct network/system device upkeep and system upgrades, including firmware updates, patch installations, hotfixes, and security configurations. • Provide Level-2 remote and onsite support and troubleshooting for network related issues, including hardware, software applications, VOIP phones and security systems and other devices to resolve operational issues and restore services • Managing assigned projects to deliver services in accordance with established objectives • Responding to inquiries from staff, administrators, service providers, site personnel and outside vendors etc. to provide technical assistance and support • Participation in project scoping and technical plan development • Adopting and learning new technologies • Perform network/systems assessments • Create review and maintain network/system documentation, including detailed network diagrams • Thoroughly document all work completed and anything relevant to the ticket or client’s request • Liaison with vendors and internal and external resources to ensure proper completion or escalation • Maintain ownership of tickets until escalation or completion, notifying the client of any delays • Utilize Professional Services Automation tools following company best practices including real-time ticket updating • Maintain knowledge of the company products and services to effectively add value to new and existing customers • Keep physical workspace and bench environment clean and organized • Always follow Aureon Technology policies and procedures • Assume additional duties as defined by supervisor and executive management • Demonstrate commitment to providing outstanding customer service • Running and terminating cables in the data center as well as remote support • Other duties as assigned • Perform data transfers for clients onsite.