Title: Tier 1 Technical Support Representative (REMOTE IOWA) Location: Cedar Rapids, Iowa, 52408, United States Department: Contact Center Job Category: Contact Center Requisition Number: TIER1001512 Full-Time Remote - Cedar Rapids Cedar Rapids, IA 52408, USA Job Description: Description 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 ability WORKING 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

• Deliver outstanding technical support via emails and chats • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Deliver outstanding technical support via emails and chats • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Monitor DTC/CAN parameters at the Command Centre and raise tickets immediately when an issue is detected. • Respond to triggered DTC/CAN alerts by creating internal tickets in the DMS system (with automation in phase 2). • Provide Level 1 (L1) support over the phone, guiding customers/drivers to resolve minor issues. • For vehicles with critical DTCs (e.g., "Service Now" category), guide them to the nearest dealer. • If a vehicle is immovable, or if further damage could occur, instruct the dealer to reach the vehicle’s location. • Coordinate with dealers to ensure the issue/ticket is resolved completely and in a timely manner. • Provide daily, weekly, monthly, and ad-hoc reports on vehicle issues and resolution status. • Track and report KPI targets in the required format. • Conduct job card analysis, focusing on cost avoidance, analytics, and reporting for continuous improvement.