Tech Support Facility Support Representative

Aventiv•Plano, TX

2d•$18 - $20

About The Position

Job Purpose: Responsible for handling incoming customer calls, emails related to company systems, applications, and products. Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality of the company's user interfaces, applications, and 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 periods.

Requirements

Capability of effective planning and priority
Self-starter with ability to work independently and coordinate directly with team members
Excellent writing and communication skills
Problem solver, must have a take-charge attitude
Assertive, self-sufficient, flexible, and enthusiastic to learn new skills
Must be able to multitask
Goal-oriented with superior work ethic and effective time management
Demonstrate competency with MS Office, Google, and Edge browsers
Exceptional attention to detail, ability to adapt to change
Strong customer service and interpersonal skills on the phone and in person
Knowledge of relevant software, computer applications, and
HS Diploma or GED
0-3 years of experience in customer service

Nice To Haves

Experience with ticketing system is a plus (Salesforce, Freshdesk or Zendesk)
Bilingual (English and Spanish)

Responsibilities

Review incoming written requests for the incarcerated individual's PAN list and update following policy and procedure for the individual's DOC
Assist with client requests and projects for an assigned region
Research issues reported by clients to achieve resolution or escalation to the appropriate department
Contact facility staff via phone/email to arrange technician clearance to perform kiosk repair
Assist the client with all product and service-related questions or concerns
Open and maintain tickets in the ticket system to fix hardware-related issues
Manage user accounts, including new user creation and adjustments to existing user access rights
Answer calls received into the Client Services queue
Respond to cases received into the ticketing system within the expected timeframe
Other duties as assigned, including but not limited to all platforms (SCP, NexGen, Jpay)