Aventus

IT Support

• Perform password resets
• Assist with MFA/2FA setup
• Resolve account lockouts
• Create new user accounts using predefined templates
• Deactivate user access during offboarding
• Monitor IT support email and Slack channels
• Acknowledge and categorize incoming requests
• Provide first-line troubleshooting support
• Follow up on pending tickets
• Escalate complex or configuration-related issues to senior IT
• Send platform invitations (Google Workspace, Slack, Hubstaff, etc.)
• Confirm system access prior to training start
• Execute onboarding checklists
• Remove system access during offboarding
• Resolve login and access issues
• Perform browser troubleshooting (cache, extensions, profiles)
• Provide basic VPN connectivity support (installation guidance, login assistance, connection troubleshooting)
• Escalate VPN configuration, firewall, or infrastructure-related issues to senior IT
• Assist with general connectivity troubleshooting (internet checks, speed tests)
• Troubleshoot headsets, microphones, and cameras
• Update IT trackers and resource logs
• Maintain organized documentation

IT Support Generalist – Tier 1

Customer Support

• Provide high-quality, personalized support across multiple customer channels.
• Act as an extension of our clients' brands, ensuring every interaction feels seamless and premium.
• Utilize leading CX technology (e.g., Shopify, Gorgias, Zendesk) to enhance the customer experience.
• Deliver proactive solutions that elevate the customer journey beyond expectations.
• Collaborate with CX Coaches and Service Excellence Leaders to optimize performance and results.

IT Support Generalist – Tier 1

Customer Service Representative