Aureon

Customer Support

• 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.
• Communication – provide feedback on support issues, resolutions or suggestions to immediate supervisor or department manager. Communicate trends, issues and appropriate solutions to supervisors and management.
• Support coworkers – provide procedural advice and assistance to other representatives. Help maintain and ensure positive working relationships with support clients. Provide all support functions within the guidelines of the contact center and client policies and procedures. Maintain departmental productivity standards while exhibiting accuracy in applicable ticketing system.

Bilingual Customer Service Representative, Spanish

• Telephone Support – perform telephone support as scheduled.
• E-mail & Chat Support – perform as scheduled. Answer and complete all assigned messages or contacts.
• Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job.
• Communication – provide feedback on support issues, resolutions or suggestions to immediate supervisor or department manager.
• Support coworkers – provide procedural advice and assistance to other representatives.

Customer Support Representative – Contact Center Agent

• Telephone Support – perform telephone support as scheduled and ensure customer questions are answered completely
• E-mail & Chat Support – perform as scheduled and complete all assigned messages or contacts
• Skill improvement – strive to improve cognitive and customer service skills necessary for the job
• Communication – provide feedback on support issues, resolutions or suggestions to supervisors
• Support coworkers – provide procedural advice and assistance to other representatives

Customer Support Representative / Contact Center Agent

Support Engineer

• 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

Tier 1 Technical Support Representative

• 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 is logged in the appropriate ticketing system
• E-mail & Chat Support – perform as scheduled
• Answer and complete all assigned messages or contacts
• Properly enter customer information and resolution in the appropriate ticketing system
• Skill improvement – continually strive to improve cognitive and customer service skills
• 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

Analyst

• Prepares Pricing for Sales utilizing analysis of revenue, market share, capacity, and competitor activity in the wholesale, B2B, and ITC markets
• Conducts market research, assesses data, and develops insights into market trends and pricing strategies
• Sends ITC/Third Party Off-net Requests, including: Timelines for Service Turn-up/Install New circuits, Re-term Upgrades, Coterminous Upgrades, Re-terms, and Disconnects with ITC & 3rd Party. ITC & 3 rd Party RFP follow-up for returned pricing
• Coordinates tools, reports, and communications for accurate pricing information responsive to market changes - After 60-90 Days, Pricing Refreshed
• Works with Technical Solutions Architect & Planning Engineers to ensure proper solutions are being priced.
• Assists with conducting internal circuit audits to ensure accuracy & confirm renewal cost info with LMP.
• Assists in auditing and notification of LMP rate increase data.
• Conducts Aureon LIT Building analysis and provides maintenance.
• Other duties as assigned

Quoting Analyst

Account Executive

• Develop and deliver sales presentations and quotes to clients
• Responsible for securing new clients for Aureon
• Support the retention and growth of existing clients
• Aggressively develop, maintain and grow a sales pipeline of prospects
• Provide weekly and monthly reporting to President and VP – Sales

Sales Executive

• Build and maintain strong, long-lasting relationships with both new and existing clients.
• Serve as the primary point of contact for client inquiries, concerns, and support needs.
• Identify and pursue new business opportunities through prospecting, networking, cold calling, and email outreach.
• Execute strategic sales plans to achieve and exceed revenue targets.
• Collaborate effectively with internal teams to ensure seamless client onboarding and satisfaction.

Bilingual Customer Service Representative, Spanish

Customer Support Representative – Contact Center Agent

Customer Support Representative / Contact Center Agent

Tier 1 Technical Support Representative

Tier 1 Technical Support Representative

Quoting Analyst

Sales Executive

Account Executive – ITC