Note: The job is a remote job and is open to candidates in USA. Aventiv Technologies is a company focused on providing support for its systems and applications. The Technical Support Call Center Tech I role involves handling customer inquiries, troubleshooting technical issues, and documenting resolutions to ensure customer satisfaction.
Responsibilities
- Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing
- Answer and manage customer inquiries via incoming calls, e-mails, and fax requests
- Diagnose and resolve technical hardware and software issues involving network connectivity, software feature performance, hardware functionality, etc
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Proactively review and troubleshoot each component related to an event to ensure that the issue being reported is not a repeated problem, so review the previous ticket history to rule that out
- Provide effective and timely communication on open issues providing estimated time of resolution to customers (internal & external)
- Responsible for accepting and /or assisting in problem analysis for Facility Service Representatives (FSR) and serve as mentors to FSRs
- Responsible for effectively monitoring personal ticket queues to provide updates on a frequent basis to ensure customer satisfaction
Skills
- High School Diploma or a General Equivalency Diploma (GED)
- 0-3 years' experience in technical support and/or in a help desk service environment with a focus on telecommunications and/or software support
- Basic Telephony experience
- Microsoft SQL Database Experience
- Experience in providing remote network support
- Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills
- Ability to handle and prioritize multiple projects and tasks simultaneously
- Strong customer service, interpersonal skills with a positive attitude & self-motivated
- Good analytical and decision-making skills
- Ability to communicate effectively both orally and in writing
- Strong organizational skills; attention to detail
- Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment
- Must have access to high-speed internet for remote connectivity to Aventiv network when applicable
- Knowledge of relevant software, computer applications and equipment
- Associate's degree, preferably in Information Technologies, Computer Science or Electronical Engineering or related field of study
- Comp TIA A+ Certification
Benefits
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits
Company Overview
Aventiv is a diversified technology company that provides innovative solutions to customers in the corrections and government sectors. It was founded in 2019, and is headquartered in Addison, Texas, USA, with a workforce of 1001-5000 employees. Its website is https://www.aventiv.com/.Company H1B Sponsorship
Aventiv Technologies has a track record of offering H1B sponsorships, with 4 in 2023, 3 in 2022, 8 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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