Tier 1 Technical Support Representative

🔥 0 minutes ago

🌾 Iowa – Remote

🌾 Iowa – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aureon

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1988

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

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

• Perform inbound telephone support as scheduled • Answer customer questions completely and professionally; research and follow up on commitments; resolve open issues; log each contact and resolution in the appropriate ticketing system • Perform scheduled email and chat support • Answer and complete assigned messages or contacts and address all customer questions and issues • Enter customer information and resolutions in the appropriate ticketing system • Continually improve cognitive and customer service skills, supported-product proficiency, problem-solving ability, and verbal and written communication skills • Read, review, and understand support resources provided by the contact center and its clients • Attend training classes and complete assigned exercises • Assist and educate customers regarding software, hardware, account management, installation, and best practices • Focus on quality and customer satisfaction • Document customer interactions clearly and thoroughly • Support inquiries related to hardware, software, wireless communications, OTAP, account management and billing, upgrades, online orders, and industry events • Advocate for and represent the Voice of the Customer • Research and prepare detailed escalations to second-level support • Review, manage, and follow up on open issues • Participate in short- and long-term project 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 • Ability to work evening and weekend shifts may be required based on scheduling • Primarily indoor work, primarily in office environment • Frequent utilization of manual dexterity and visualizing of computer screen

🏖️ 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 • Competitive compensation and full benefits package for full-time employees • Health, Dental, Vision, and Life Insurance Plans • 401K • PTO