- Provide internet connectivity support to residential and business customers.
- Investigate and resolve billing issues.
- Assist customers in signing up for and scheduling the installation of new service.
Skills Needed:
- Personable manor; customer oriented attitude.
- Ability to work with multiple sytems and departments to resolve customer issues.
- Clear phone voice.
- Must be able to take ownership of an issue and see it through to its resolution.
- Self-reliant; excercise independant judgement in finding a resolution that best benefits both the customer and the company.
A knowledge of home networking setup and basic TCP/IP settings and diagnosis is extremely helpful, but not required. The ability to learn about technical systems and turn around and apply that knowledge quickly is a must.
Applicants with techncial support or call center experience will be given first consideration. Please submit a resume via email for consideration.
Summary :
Provide technical assistance and training to customers by performing the following duties.
Essential Duties and Responsibilities:
Include the following. Additional duties may be assigned as required.
• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
• Configuration of client's server(s) in accordance with the provisioning order or support request
• Configure/Troubleshoot supported client software applications.
• Provide training to clients in the use of system and applications as related to Internet.
• Obtain general understanding of OS and application operations related to company offered services.
• Identify and correct or advise, on operational issues in client computer systems.
• Perform light lifting 25lbs.
• Perform creation of new accounts using company provide software tools.
The Ideal candidate will also possess the following skills:
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer support related email, phone calls and other electronic communications.
• Self motivated, detail-oriented and organized.
• Able to multi-task, and prioritize and resolve multiple customer inquiries at once.
• Experience with hardware and software issues.
• Proficient in hosting provider related applications such as E-Mail clients/severs, FTP clients/servers, control panels and web site migrations involving databases.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Typing proficiency: 40-60 wpm.
Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Software, hardware components in our physical environment will change and grow:
• Windows Server 2003/2008
• Linux (Ubuntu, CentOS, RedHat)
• LDAPv3/Windows Active Directory
• VMWare vSphere 4.0, ESX 3.5/4.0
• Citrix XenServer 5.5
• R1Soft CDP Server
• Plesk
• cPanel
• PHP, IIS 6/7, Apache
• MySQL, Microsoft SQL Server 2005/2008
• WordPress
• Litespeed
• NGINX
Education and/or Experience:
One year certificate from college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Internet software, ecommerce applications, Content management applications, and Word Processing software.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Avero is the hospitality industry’s leading web-based performance management provider. Over 10,000 users drive revenue to the bottom line and improve the guest experience by relying on the Avero Advantage – a combination of our flagship business intelligence product, Avero Slingshot, and our unparalleled professional services.
Avero's team of hospitality specialists analyzes $8 billion annually in F&B revenue data to generate $150 million in incremental client profits for restaurants, hotels, and casinos worldwide.
With headquarters in New York City, Avero has additional offices in Las Vegas and Dallas
POSITION OVERVIEW – LEVEL 1 TECHNICAL SUPPORT CONSULTANT:
We are currently searching for a Level 1 Technical Support Specialist to join our client services team! We are looking for a candidate that demonstrates strong technical knowledge with a passion for service. The perfect candidate will be an innovative thinker with creative problem solving skills, communication skills (both written and oral), and a sense of urgency to get the job done. This position is critical to ensuring that we provide exceptional customer service related to consistent, reliable, accurate, and timely data delivery. This is a great opportunity to work with the IT staffs from some of the most prominent Casino, Restaurant, and Hotel companies from around the world. Not only will the candidate learn new software, but new technical skill sets as well. Avero is growing quickly and needs to fill this position immediately to support that growth.
This position reports to Avero’s Client Services Manager. The goal of the Client Services team is to provide outstanding customer service that goes above and beyond our client’s expectations as it relates to the timely and accurate delivery of data, as well as making certain that our clients understand not only how, but also why they should utilize our performance management software solution. The Level 1 Technical Support Specialist will play a key role in supporting and maintaining the technical aspect of the department, including standard installations of our data extraction utility at new clients and providing technical support to existing customers.
PRIMARY RESPONSIBILITIES:
• Perform installation of Avero Data Extraction Software remotely
o Involves interfacing with food & beverage Point-of-Sale and punch card systems
• Work with Avero’s Implementation Coordinator to solve customer’s technical issues
o Includes interfacing directly with customers by phone to resolve technical issues
o Also includes escalating technical issues to Level 2 Technical Support team, as needed
• Connect remotely to client computers to diagnose and troubleshoot data transfer problems
• Perform basic support tasks for Avero Slingshot® end users, including user maintenance, application setup, and minor data correction
• Assist Level 2 and Level 3 support by coordinating customer communication and providing regular status updates to customers
• Perform CRM maintenance tasks to make sure information in client history reports is accurate
o Periodically prune customer notes and records
o Make sure existing notes and records contain up to date and accurate information
• Monitor daily data transfers from over 1,500 customers
• Monitor missing data reports and track efforts to recover missing customer data
Title: Technical Support Representative (Level I) Qualifications:
Exceptional customer focus with an emphasis on enhancing the customer experience
Good oral and written communication skills
Ability to handle a high volume of phone calls in a structured environment
Proficient in Windows-based computer skills
Minimum technical requirements for Work at Home position:
Minimum computer requirements:
Desktop or Laptop PC (No Macintosh computers)
1GHz processor
Windows XP or Vista operating system
1GB of RAM
Sound card and speakers
15" monitor
Webcam with video conference software
Windows Internet Explorer 7
Java Runtime Environment 1.4.2
Cisco VPN Client (software provided by teleNetwork) which does not run natively in any 64-bit environments
Virus and spyware protection software and a working firewall (Windows firewall is fine)
Additional software programs which may be required including Adobe Acrobat reader.
Minimum network requirements
Broadband Internet connection (DSL and cable but not satellite, dial-up and wireless. A wireless network inside the home is allowed for the computer but not for the IP phone)
Power over Ethernet injector or other device capable of powering the Inter-tel 8622 IP keyset (which is a Low-Power 15.4W IEEE 802.3af device)
Dedicated space with adequate work surface.
Work area must be free from background noise and distractions
Live in Texas
You will be sent equipment needed to fulfill your daily duties. Equipment consists of a VoIP phone, headset, quick-connect cable, and software. You will be fully responsible for this equipment. The cost of any damages or loss of equipment will be docked from your next paycheck. The amount docked will be:
VoIP Phone - $175.00
Headset - $60.00
Quick-connect cable - $15.00
You will be an on-call tech. When the call volume warrants, you will be contacted by a supervisor to take calls on your provided VoIP phone until you are no longer needed. If you fail to answer or deny the supervisor 4 times, you will be required to work in the office from that point forward. You will be held to the same standards as in-house techs. You are expected to read and abide by the policy handbook. Any violations of company policies will result in the same actions as stated in the employee handbook. If for any reason your employment is ended it is the responsibility of the employee to delete all provided software and return all provided equipment within 7 days of the last day of employment. Failing to do so will result in your last paycheck being docked the full amount for all provided equipment.
1-2 years of experience installing & troubleshooting Intel/AMD based desktops & laptops
1-2 years of experience installing & troubleshooting standard peripherals (Multi-function wireless printers, iPods, etc.)
1-2 years of experience installing & troubleshooting high-speed Internet connections (DSL, Cable)
1-2 years of experience installing & troubleshooting residential-grade wireless routers. (Linksys, Netgear, 2WIRE, etc.)
Software
1-2 years of experience configuring Peer to peer networks including printer and file sharing
1-2 years of experience troubleshooting & diagnosing issues in Windows 98/ME/2000/XP/Vista
1-2 years of experience troubleshooting & diagnosing issues in Microsoft Office (97/2000/XP/2003/2007)
1-2 years of experience configuring & migrating to/from Microsoft Outlook, Outlook Express, AOL, etc.
1-2 years of experience using the latest Anti-malware tools and removal techniques, especially involving detection and removal of rootkits
1-2 years of experience with the Windows Registry & core system files
1-2 years of experience with disk imaging software (Ghost, Acronis, etc.)
Benefits Include
Full time employment (we do not employ contractors)
Company vehicle (w/ gas card & Toll Tag)
Health & dental insurance
Paid vacations
Paid personal days
Performance-based bonuses