Tier 1 Technical Support Representative

Aureon

Tier 1 Technical Support Representative providing inbound customer support through phone, email, and chat. Focused on improving customer satisfaction and resolving technical inquiries remotely.

Posted 6/18/2026full-timeRemote • Wisconsin • 🇺🇸 United StatesJuniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

troubleshootinghardware supportsoftware supportaccount managementdocumentationproblem solvingInternet knowledgecustomer service skillscommunication skillsmath skills

Soft Skills

interpersonal skillswritten communicationoral communicationlistening skillsdependabilityadaptabilityflexibilitycreative thinkingreasoning abilitycustomer advocacy

Tools & Technologies

ticketing systememail supportchat supportmobile communicationsOTAP (Over-the-Air-Programming)Transportation Accountingaccounts receivable

Industry Keywords

customer support centerquality assurancecustomer satisfactionescalation managementinquiriesinstallation best practicesopen issues management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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