Technical Support Call Center Tech I

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Job Purpose
Handles incoming customer calls, emails and faxes related to Aventiv systems, applications and products which includes but is not limited to Aventiv Call Platform (SCP) user interface questions. Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality of Aventiv User-Interfaces, applications, third party systems along with supporting general customer inquiries. Responsible for accurately gathering information, generating, and documenting tickets within the ticket tracking system and providing customer responses to inquiries within the defined / measured time frames.

Essential Duties

• 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.

Knowledge, Skills, And Abilities

• 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• Associate's degree, preferably in Information Technologies, Computer Science or Electronical Engineering or related field of study
• Comp TIA A+ Certification

Physical Requirements

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or kneel.

Salary And Benefits
At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $ $20.17/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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Equal Employment Policy
Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.