[Remote] Technical 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 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 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.