• Atención y Gestión de Tickets: Atender y gestionar tickets de soporte de nivel 3, asegurando una resolución efectiva y oportuna de los problemas técnicos reportados por los usuarios finales. • Diagnóstico y Resolución de Problemas: Diagnosticar y resolver problemas técnicos complejos, con un enfoque en la depuración de issues en bases de datos y la identificación de mejoras necesarias. • Depuración de Issues: Realizar la depuración de problemas en bases de datos, evaluando y recomendando mejoras para optimizar el rendimiento y la estabilidad. • Documentación y Comunicación: Documentar y comunicar soluciones y procedimientos a clientes de manera clara y efectiva, manteniendo la base de conocimientos actualizada. • Guía de Integración y Uso: Colaborar en el mantenimiento de guías de integración de sus SDK y APIs, así como en el uso de ejemplos provistos por la empresa para asegurar una implementación exitosa. • Conocimiento de la Arquitectura: Entender y documentar la arquitectura de sus productos y la arquitectura específica de los clientes para proporcionar soporte técnico adecuado. • Mejoras en Documentación: Realizar mejoras puntuales en la documentación, incluyendo la creación y actualización de código de ejemplo. • Resolución de Bugs: Resolver bugs de baja complejidad para ganar conocimiento en el código fuente y contribuir a la estabilidad general del producto.

Title: Tier 1 Technical Support Representative (REMOTE WISCONSIN) Location: La Crosse, Wisconsin, 54601, United States Remote, Wisconsin Full-time Department: Contact Center Job 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 Remote, Technical Support Representative, Contact Center, TSR, Technical Customer Support Representative, Inbound, Help Desk Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. 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 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 Required Education: High school or equivalent 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

• Provide remote IT technical support to Positivo Tecnologia customers via phone, chat, email and voice channels; • Diagnose and resolve hardware, software and operating system issues (Windows, Linux and Android); • Log, analyze and route tickets using the internal service/ticketing system; • Answer questions about Positivo Tecnologia products and services clearly and objectively; • Identify problems and propose fast, efficient solutions to ensure the best customer experience; • Follow internal procedures, guidelines and policies to ensure quality and compliance in support; • Act in accordance with information security and risk prevention practices.

• Provide frontline telephone and email support for Strata Master users, delivering confident and professional customer communication. • Independently manage multiple concurrent cases in Salesforce CRM, ensuring accurate documentation, clear customer updates, and timely resolutions. • Troubleshoot functional, accounting, and technical issues using internal knowledgebase articles and structured problem-solving. • Support customers with setup and configuration of Strata Master across office PCs and server environments (where applicable). • Work closely with Technical Escalation teams by providing high-quality reproduction steps, diagnostics, and clear summaries of impact and urgency. • Contribute to testing and product improvement activities to ensure enhancements meet customer expectations. • Support customers across strata workflows including communications, reporting, invoicing/arrears, meeting processes, maintenance workflows, and accounting-related functionality as relevant to Strata Master’s integrated approach.