Tier 1 Technical Support Representative

🔥 0 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

⏰ Full Time

🟢 Junior

📞 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 • Ensure that customer questions are answered completely in a professional, caring and responsive manner • Ensure commitments to perform research and follow-up are completed, open issues are resolved and each contact 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

🎯 Requirements

• 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

🏖️ 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 • PTO