Tech Support Call Center Tech I

Aventiv Technologies; Plano (TX); On-site; USD 10,000 - 60,000; Full time

Job summary

A tech support company is looking for a Tech Support Call Center Tech I to handle customer inquiries and provide troubleshooting for technology-related issues. The ideal candidate will possess strong customer service skills and a High School diploma or GED. The position offers a salary range of $17.70 to $20.17 per hour, with full-time employment and various benefits including health insurance and paid time off.

Benefits

Health Insurance

401(k)

Paid Time Off

Qualifications

• 0-3 years' experience in a technical support and/or help desk service environment.
• Basic telephony experience required.
• Experience providing remote network support.

Responsibilities

• Manage incoming customer inquiries via calls, emails, and faxes.
• Document troubleshooting steps and resolutions for tickets.
• Diagnose technical hardware and software issues.

Skills

Customer service skills

Technical troubleshooting

Data entry skills

Communication skills

Organization skills

Education

High School Diploma or GED

Associates degree in IT or related field

Tools

Microsoft Office Suite

Microsoft SQL Database

Job description

Join to apply for the Tech Support Call Center Tech I role at Aventiv Technologies

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Join to apply for the Tech Support Call Center Tech I role at Aventiv Technologies

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

Aventiv Technologies – Where your future awaits - YouTube

• Associate Referral Reward Eligible**
  
  

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.

Responsibilities

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 previous the 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, & 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.
  
  

Qualifications

Minimum Qualifications:

• High School Diploma or a General Equivalency Diploma (GED)
• 0-3 years’ experience in a 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

• Associates degree, preferably in Information Technologies, Computer Science or Electronical Engineering.
• 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.

• $17.70 - $20.17/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits
  
  

Aventiv Privacy Policy

www.aventiv.com/privacy

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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