Tech Support Call Center Technician II

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

https://vimeo.com/391578629/5ba31cc5e9

Job Purpose:

Responsible for handling all incoming Field Technician calls, providing detailed troubleshooting and problem resolution assistance related to all Aventiv and/or JPay systems, applications and products. This includes but is not limited to Aventiv Call Platform (SCP) user interface and/or network peripherals, provisioning page, along with other customer software and applications and third-party system integrations. The position requires monitoring of system, network, and application elements to ensure service levels are maintained by creating tickets and following through to completion of issues. Technicians are responsible for accurately generating, documenting, and resolving tickets within the ticket tracking system, while maintaining customer communications throughout the repair process through resolution and closure. **

THIS IS A 100% REMOTE POSITION.**

Responsibilities

Essential Duties:

• Responsible for opening tickets to investigate problems being reported by customers (internal & external)
• Technicians are responsible for accurately documenting and monitoring the status of their trouble tickets daily.
• Provide remote support to Field Technicians to fully resolve customer’s reported problem or issue at hand.
• Integrate and perform first level testing, operations, and troubleshooting at the top level and have software monitoring experience.
• Analyze, review, and inspect findings to determine source of problem, and perform repair, replacement, or other corrective action as well as coordinate problem resolution with engineering, customer service, and other personnel to expedite repairs.
• 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.
• Responsible for proactively monitoring facility customer’s equipment to ensure that the network is functioning properly, this includes hardware and or software applications that may alert and need to be addressed in a timely manner. Ensure that the issue being investigated is not a repeat problem, so reviewing of previous ticket history is needed to rule that out.
• Analyzes reports of technical problems to determine trends affecting future design, production, service, and maintenance processes, and recommend modifications to eliminate future problems
• Responsible for following up with the customer on problems, as well as following designated escalation process and response times for tickets they retain ownership. Troubleshoot and resolve level 2 tickets and escalate to level 3 as needed.
• Serve as next level support / mentorship for the Technical Support Technician I to aid in broadening their overall knowledge and skillset and are the conduit for next level escalation of technical matters.
• Ability to communicate effectively both orally and in writing.
• Ability to handle and prioritize multiple projects and tasks simultaneously.
• Strong problem-solving skills with the ability to self-assign work
• Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment.
• Good analytical and decision-making skills with capability of effectively planning and priority setting tasks and assignments.
• Identify and understand issues, problems, and opportunities by comparing data from different sources to draw conclusions
• Knowledge of relevant software, computer applications and equipment.
• Must have access to high-speed internet for remote connectivity to Aventiv network.
• Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills.
• Strong customer service, interpersonal skills with a positive attitude & self-motivated
• Strong organizational skills; attention to detail.
• Comprehensive understanding of telephony, networks, routers, and servers.
• Desktop, server and networking equipment application and hardware support.
• Proficient in the use of NMS and Dialogic tools
• Perform other related duties as assigned.

Knowledge, Skills, & Abilities:

• Ability to communicate effectively both orally and in writing.
• Ability to handle and prioritize multiple projects and tasks simultaneously.
• Strong problem solving skills with the ability to self-assign work
• Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment.
• Good analytical and decision-making skills with capability of effectively planning and priority setting tasks and assignments.
• Identify and understand issues, problems, and opportunities by comparing data from different sources to draw conclusions
• Knowledge of relevant software, computer applications and equipment.
• Must have access to high-speed internet for remote connectivity to Aventiv network.
• Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills.
• Strong customer service, interpersonal skills with a positive attitude & self-motivated
• Strong organizational skills; attention to detail.
• Comprehensive understanding of telephony, networks, routers, and servers.
• Desktop, server and networking equipment application and hardware support.
• Proficient in the use of NMS and Dialogic tools
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), and capable of learning new technology
• Basic Telephony experience

Qualifications

Minimum Qualifications:

• High School Diploma or a General Equivalency Diploma (GED)
• 4-5 years’ experience in technical support and/or in a help desk service environment with a focus on telecommunications and/or software support.
• Experience in direct customer support with Microsoft Operating System.
• Experience in providing remote network support.
• Experience with Windows 7/ 10, desktop support, and networking
• Experience supporting POTS, DSL, Cable Modems, Fiber over Ethernet & T1/MPLS circuits.
• Microsoft SQL Database Experience
• MCP, MCSE or A+ Desktop, CCNA or N+ Network certifications or a minimum of 6 months as Aventiv Technical Support Call Center Tech I
• Experience with communication ports modems TCP-IP, remote access clients and protocol.

Preferred Qualifications:

• Associate’s degree, preferably in Information Technology, Computer Science or Electronical Engineering or related field of study.
• Correctional industry experience
• Relevant work experience in a telecommunication industry
• Microsoft SQL Database Experience
• Comp TIA A+ Certification; Network+ Certification
• Solar Winds Orion monitoring tool experience
• Experience with Kaseya VSA 9.5, or similar monitoring tools
• Experience supporting Linux/UNIX/QNX and SQL.
• Experience with writing procedures / technical materials

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.

• $22.35 - $25.49 / hourly
• 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.