Aventiv Technologies · 1 month ago
Tech Support Call Center Tech III
Plano, Texas, United States
Full-time
Onsite
Senior Level
$23.93/hr - $27.28/hr
6+ years expAventiv Technologies is dedicated to providing innovative technical solutions, and they are seeking a Tech Support Call Center Tech III to deliver expert technical support for their products and services. The role involves mentoring junior technicians, troubleshooting complex issues, and ensuring timely resolution of customer problems.
Information TechnologyMedia and EntertainmentSoftware
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 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
Serve as next level support/mentorship to ALL Technical Support Technicians to aid in broadening their overall knowledge and skillset and are the conduit for next level escalation of technical matters
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 and notify appropriate department of patterns established to implement corrective measures
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 in all areas of technical discipline
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/patters
Other duties as assigned
Qualification
Required
Ability to communicate effectively both orally and in writing
Ability to handle and prioritize multiple projects and/or conflicting tasks simultaneously in a group or independent setting
Expanded knowledge of the telecommunications industry. With a fundamental understanding of LAN/WAN technologies with experience in providing technical support, internal and external, to customers on a LAN/WAN network
Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment
Good analytical and decision-making skills
High degree of problem solving, conflict resolution, and negotiation skills
Identifies and understands issues, problems, and opportunities by comparing data from different sources to draw conclusions
Interfacing with internal and external operations teams as needed to solve customer issues/escalations
Knowledge of QNX, Windows and Linux OS as well as Sybase, SQL and Oracle Database Management
Knowledge of relevant software, computer applications and equipment
Maintain a high degree of knowledge on the Securus offerings with knowledge of how these offerings can add value to the customer
Must have access to high-speed Internet for remote connectivity to Securus Technology Inc. network when applicable
Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills
Proven ability to work in a fast-paced environment where problem resolution times are measured in minutes/hours
Strong customer service, interpersonal and leadership skills with a positive attitude & self-motivated
Strong data/information analysis and integration skills
Strong organizational skills; attention to detail
Time management and information organization skills
Understanding of workflow processes and Securus products and services
Understanding of networks, routers, client/server systems and experience in providing network support
Proficiency in Microsoft Office (Word, Excel, PowerPoint), and capable of learning new technology
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 (Integrated Access Device), PIX Firewall Functionality, Cisco Routers, Modems TCP-IP, PC-DUO (or equivalent), Smart Switches, DSL, Cable Modems
Experience in LAN/WAN Configurations
Experience in database architectures
Preferred
Bachelor's degree, preferably in Information Technology, Computer Science or Electronical Engineering
Correctional industry experience
Relevant work experience in a telecommunication industry and/or correctional service provider
MCP, MCSE, MCDBA, or CCNA, CCNP Certification
Benefits
Health Insurance
401(k)
Disability
Life Insurance
Paid Time Off
Voluntary Benefits
Company
Aventiv Technologies
Aventiv is a diversified technology company that provides innovative solutions to customers in the corrections and government sectors.
1001-5000 employees
H1B Sponsorship
Aventiv Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (4)
2022 (3)
2021 (8)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2024-03-28Debt Financing
Leadership Team
Stephanie Anderson
CHRO
Recent News
Company data provided by crunchbase