What are the responsibilities and job description for the Customer Support Representative / Contact Center Agent (REMOTE IOWA) position at Aureon?
Job Responsibilities:
- 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.
What can Aureon offer you?
- Opportunities for professional growth, development, and advancement within the organization
- 100% remote working employment model
- 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, and PTO
Required Education:
- High school or equivalent
Required Skills:
- 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
- Aptitude for providing superior customer care
- Must exhibit dependability, adaptability and flexibility
- Basic math skills
- Creative thinking and reasoning ability
Preferred Skills
- Experience in sales, marketing, or promotions
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
- Primarily indoor work primarily in office environment
- Frequent utilization of manual dexterity and visualizing of computer screen
- No unusual physical requirements