Technical Support Call Center Tech III

Aventiv Technologies • Plano, TX

159d • $23 - $27

About The Position

Provides detailed, expert level technical support and problem resolution to customers (external & internal), for all company products and services. Interfaces regularly with internal departments and communicates with customers in support of Securus Technologies products & initiatives. Seen as strong subject matter experts and aid in facilitating the learning and technical mentoring of both Technical Support Technician I, and Technician II. Responsible for ensuring each problem escalated to them is addressed and resolved in a timely and precise manner.

Requirements

• High School Diploma/GED.
• BA/BS degree or equivalent experience (preferably in computer science and/or engineering).
• 6-9 years' experience in a technical support environment.
• Experience in direct customer support with Windows OS and troubleshooting data circuits.
• Experience in server-based telephony networks.
• Experience with RAS, Communication Ports, IAD's, PIX Firewall Functionality, Cisco Routers, Modems TCP-IP, PC-DUO, Smart Switches, DSL, Cable Modems.
• Experience in LAN/WAN Configurations.
• Experience in database architectures.

Nice To Haves

• Bachelor's degree, preferably in Information Technology, Computer Science or Electronic Engineering.
• Correctional industry experience.
• Relevant work experience in a telecommunication industry and/or correctional service provider.
• MCP, MCSE, MCDBA, or CCNA, CCNP 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.
• Serve as next level support/mentorship to ALL Technical Support Technicians.
• Provide detailed troubleshooting/problem resolution as well as root cause analysis for all escalated tickets and or complex situations.
• Research and document trending analysis on customer reported network and platform inconsistencies.
• Manage and track all escalated issues being reported internal & external to the Technical Support department.
• Responsible for maintaining appropriate Service Level Agreements (SLA's) on all Tech Support tickets generated for tracking.
• Responsible for reviewing and updating of training materials included in Tech Support Knowledge Database when needed.
• Technical Support Technician III will be available and on call as needed for all escalated issues.
• Identify training opportunities, and improvements for Technical Support Technicians.
• Deliver operational analytics that focus on business process and product improvements.
• Regular trouble ticket queue review to ensure timely resolution of escalated customer issues and identify trends/patterns.
• Other duties as assigned.

Benefits

• $23.93 - $27.28/hr salary range based on experience and qualifications.
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.).
• Health Insurance.
• 401(k).
• Disability.
• Life Insurance.
• Paid Time Off.
• Voluntary Benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Management of Companies and Enterprises
• Education Level: Bachelor's degree