Entry-Level Technical Support Representative

3 weeks ago

Suffolk County, United States Aureon Full time

Entry-Level Technical Support Representative Job Responsibilities: Inbound Phone Support: Provide exceptional telephone support, ensuring customer inquiries are addressed thoroughly and professionally. Log all interactions and follow up on commitments to resolve open issues. Email & Chat Support: Respond to assigned emails and chat messages, ensuring timely and comprehensive replies that effectively resolve customer questions. Skill Development: Continuously improve customer service and technical skills, including familiarity with supported products and resources. Attend all training sessions and complete assigned exercises to enhance problem-solving abilities. Customer Assistance: Help customers with questions related to software, hardware, account management, installation processes, and best practices. Quality & Satisfaction Focus: Maintain a commitment to delivering quality service and ensuring customer satisfaction. Documentation: Keep clear and thorough records of customer interactions and issue resolutions. Inquiry Support: Address various inquiries related to hardware, software, wireless communications, account management, upgrades, online orders, and industry events. Advocacy: Represent the Voice of the Customer and fiercely advocate on their behalf. Escalation Preparation: Research and prepare detailed escalations for second-level support as necessary. Issue Management: Review and follow up on open issues, ensuring they are resolved promptly. Project Involvement: Participate in both long and short-term project initiatives. What You Can Expect from Aureon: Opportunities for professional growth and development within the organization. Fully remote work model. Shift differential pay for evening and weekend schedules. Comprehensive training on applications for qualified applicants. Competitive salary and a full benefits package, including Health, Dental, Vision, Life Insurance, 401K, and PTO. Education Required: High school diploma or equivalent. Skills Required: Strong interpersonal skills to foster effective relationships with customers and colleagues. Excellent written and verbal communication, with active listening abilities. Intermediate to advanced computing skills, emphasizing Internet knowledge. 1-2 years of experience troubleshooting hardware and/or software issues, remotely or onsite. Experience in a customer support center environment. Experience with mobile communications and transportation preferred. Accounting or accounts receivable experience is an advantage. Dependability, adaptability, and flexibility are essential. Able to diagnose and troubleshoot issues efficiently. Basic math skills are required. Creative thinking and reasoning abilities are beneficial. Working Conditions: Primarily indoor office environment. Frequent use of manual dexterity for computer work. Standard physical requirements with no unusual constraints. Equal Opportunity Employer

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