Tech Support Facility Support Representative

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

Aventiv Technologies – Where your future awaits - YouTube

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.

Essential Duties

• 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)
• Perform other duties as
  
  

Knowledge, Skills, And Abilities

• 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
  
  

Minimum Qualifications

• HS Diploma or GED
• 0-3 years of experience in customer service
  
  

Preferred Qualifications

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

Physical Requirements

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally may need to reach, stoop, or
  
  

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.

• $17.70 - $20.19/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits
  
  

Aventiv Privacy Policy

www.aventiv.com/privacy

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.