Remote Tier 1 Technical Support Representative (REMOTE IOWA)

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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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...