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Tier 1 Technical Support Representative

Support EngineerSupport EngineerFull TimeRemoteMid LevelTeam 501-1,000Since 1988H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

3 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Tier 1 Technical Support Representative

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.

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