Tier 1 Technical Support Representative

🕒 May 6

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Aureon

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1988

📡 Telecommunications

🏢 Enterprise

🔒 Cybersecurity

Telecommunications • Enterprise • Cybersecurity

Aureon is a Midwest-based telecommunications and IT services company that provides fiber network connectivity, dedicated internet access, unified communications, carrier and wholesale transport, and data center services alongside managed IT, security (managed firewall, infosec), backup and disaster recovery, Cloud WAN and consulting. The company supports businesses with infrastructure, contact center and technical support, virtual ISP services, and on-demand talent and program leadership, serving industries such as banking, education, government, healthcare, retail and nonprofits.

📋 Description

• Inbound Telephone Support – perform telephone support as scheduled • E-mail & Chat Support – perform as scheduled • 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 • 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, Account management, 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

🎯 Requirements

• Excellent interpersonal skills to establish and maintain effective relationships • 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 • 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

• 100% remote working employment model • Shift differential pay applied to evening and weekend shifts • Comprehensive training on hardware and software applications for qualified applicants • Health, Dental, Vision, and Life Insurance Plans • 401K • PTO