Customer Service Rep I

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.com)

Job Purpose:

Responsible for providing detailed troubleshooting and problem resolution to tablet end-users on basic features & functionality of multiple tablet software applications and tablet hardware. Responsible for accurately documenting tickets within the ticket tracking system and providing end-user responses to inquiries of high quality and within measured time frames.

HYBRID POSITION

**Associate Referral Reward Eligible**

Responsibilities

Essential Duties:

• Respond to tablet tickets received from tablet end-users within the contractual Service Level Agreements assigned
• Professionally communicate resolutions, instructions and/or information to end-users with exceptional quality.
• Provide and process information for tablet hardware, software applications, purchases, account balances, etc.
• Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for multiple tablet applications utilizing system and tools.
• Accurately review ticket history and document tickets with-in the ticket system
• Responsible for meeting Key Performance Indicators daily as it relates to Interactions Per Hour and Quality Assurance.
• Use knowledge articles to solve routine or standard problems; receive instruction, guidance and direction from others as needed
• Perform other related duties as assigned

Knowledge, Skills, & Abilities:

• Ability to read and comprehend simple instructions and short correspondence
• Ability to ask effective questions and present information clearly and professionally in written form.
• Ability to handle sensitive and emotional tickets that require empathetic responses.
• Adaptability to unforeseen situations, fast paced environment
• Ability to navigate multiple applications in several environments
• Must be able to perform basic troubleshooting
• Good analytical and decision-making skills; attention to detail
• Strong typing, data entry, organizational skills
• Ability to follow a set schedule, including taking timely lunches and breaks
• Must be able to work in a fast-paced environment and adapt to change easily
• Must have access to high-speed internet for remote connectivity to company network when applicable

Qualifications

Minimum Qualifications:

• High School Diploma or GED
• Help Desk, Technical Support or Call Center Experience

Preferred Qualifications:

• Industry Experience Preferred
• Technical Certification, e.g. A

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 you may need to reach, stoop, or kneel.

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.

• $15.00 – $16.99
• 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.