Technical Support Call Center Tech II

Aventiv•Plano, TX

2d•$19 - $22•Remote

About The Position

Responsible for handling all incoming Field Technician calls, providing detailed troubleshooting and problem resolution assistance related to Aventiv systems, applications and products. This includes the 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.

Requirements

Ability to communicate effectively both orally and in writing.
Ability to handle and prioritize multiple projects and tasks simultaneously.
Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment.
Good analytical and decision-making skills.
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 when applicable.
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.
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 supporting Linux/UNIX/QNX and SQL.
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.

Nice To Haves

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.

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.
Proactively review and troubleshoot each component related to a monitoring event to ensure that the issue being investigated is not a repeat problem, by reviewing previous ticket history.
Provide remote support to Field Technicians to fully resolve customer’s reported problem or issue.
Follow up with the customer on problems, and follow the designated escalation process and response times for tickets they retain ownership.
Open tickets to investigate problems being reported by customers (internal & external).
Proactively monitor facility customer’s equipment to ensure that the network is functioning properly, including 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 act as the conduit for next level escalation of technical matters.
Accurately document and monitor the status of their trouble tickets on a daily basis.
Perform other related duties as assigned or required.