Tier 1 Technical Support Representative

🕒 Julho 31

🧀 Wisconsin – Remoto

🧀 Wisconsin – Remote

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

🚫👨‍🎓 Sem graduação necessária

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Aureon

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1988

💼 Consultoria

📦 Logística

🏥 Saúde

Consulting • Logistics • Healthcare

A Aureon é uma empresa de telecomunicações e serviços de TI com sede no Meio-Oeste dos Estados Unidos, que oferece conectividade de rede de fibra, acesso dedicado à internet, comunicações unificadas, transporte de operadoras e atacado e serviços de data center, juntamente com serviços gerenciados de TI, segurança (firewall gerenciado, infosec), backup e recuperação de desastres, Cloud WAN e consultoria. A empresa apoia negócios com infraestrutura, central de atendimento e suporte técnico, serviços de ISP virtual e liderança de programas e talentos sob demanda, atendendo a indústrias como bancária, educação, governo, saúde, varejo e organizações sem fins lucrativos.

Descrição

• 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 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 cognitive and customer service skills • 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 • 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 • 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

🎯 Requisitos

• High school or equivalent • 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

🏖️ Benefícios

• Comprehensive training on hardware and software applications for qualified applicants • Competitive compensation and full benefits package for full-time employees • Health, Dental, Vision, and Life Insurance Plans • 401K • PTO • Opportunities for professional growth, development, and advancement within the organization • Shift differential pay applied to evening and weekend shifts