[Remote] Tech Support Call Center Tech I

Note: The job is a remote job and is open to candidates in USA. Aventiv Technologies is a company focused on providing innovative solutions, and they are seeking a Tech Support Call Center Tech I to handle customer inquiries related to their systems and applications. The role involves troubleshooting, problem resolution, and effective communication with customers to ensure 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

Company H1B Sponsorship