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!

Job Purpose :

Responsible for handle all incoming Field Technician calls, providing detailed troubleshooting and problem resolution assistance related to Aventiv systems, applications and products which includes but 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. 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 AN IN-OFFICE POSITION IN PLANO, TX.

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.
• Proactively review and troubleshoot each components related to a monitoring event to ensure that the issue being investigated is not a repeat problem, so reviewing of previous ticket history is needed to rule that out.
• Provide remote support to Field Technicians in order to fully resolve customer’s reported problem or issue at hand.
• Responsible for following up with the customer on problems, as well as follow designated escalation process and response times for tickets they retain ownership
• Responsible for opening tickets to investigate problems being reported by customers (internal & external)
• 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.
• 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.
• Technicians are responsible for accurately documenting and monitoring the status of their trouble tickets on a daily basis.
• Perform other related duties as assigned.

Knowledge, Skills, & Abilities :

Qualifications

Minimum Qualifications :

Preferred Qualifications :

Physical Requirements :

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.

Aventiv Privacy Policy :

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.