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Technical Support Analyst

Remote:

Full Remote

Contract:

Full time

Experience:

Entry-level / graduate

Work from:

Idaho (USA), United States

Offer summary

Qualifications:

Previous experience in customer service, Proficient in Windows and Microsoft Applications, Log-file analysis and reporting skills, Basic understanding of networking and virtualization, Knowledge of SQL and Oracle databases.

Key responsabilities:

Provide support to improve customer satisfaction
Respond to inquiries via call and email
Create tickets for issues and escalate when needed
Conduct follow-up testing and troubleshooting
Maintain communication with customers about issue resolution

AssetWorks Inc XLarge https://www.assetworks.com/

5001 - 10000 Employees

See more AssetWorks Inc offers

Job description

Job Summary:

At AssetWorks, the FA Support team provides support to our customers as well as providing support for environments that are running in-house. The team is split into three focus groups; Level 1 Software Support Analysts, Functional and Technical representatives. All three teams collaborate to support the customer base and many of the job duties for each team overlap. With these focus groups, we provide a tiered support structure that provides not only excellent service to our customers but also the potential for growth within the department.

The Support Analyst takes incoming calls from customers, answers inquiries and questions via email, handles complaints, troubleshoots problems, and generates tickets for issues both resolved by the analyst and for issues in need of escalation. This is an opportunity for an individual who is passionate about customers and wants to enhance their career in technology. In this position, the individual will be exposed to varying, complex issues, but will be working with a team to bring issues through to resolution.

Job Description:

Essential Duties and Responsibilities:

Assist in improving customer satisfaction by providing a wider range of support for customers
Be responsive to any special projects as assigned by Management
Create development tickets when issues or improvements are identified
Escalate tickets as necessary to next level support or development
Involvement in any additional follow up testing and troubleshooting
Keep customers informed of how and when problems are resolved
Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk
Maintain a high level of customer satisfaction in all customer-facing projects and tickets
Maintain rapport with customers by examining complaints and identifying solutions
Manage tasks and tickets according to priority
Qualify, troubleshoot, investigate, and respond to customer support tickets
Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements
Take level 1 customer support calls and field customer inquiries regarding the product
Track the progress of projects and tickets with detailed notes in Zendesk

Requirements:

The position is looking for the following.

Previous experience in a call center or customer service environment desired
Proficient in the following
- Windows Home and Server OS
- Microsoft Applications
- Log-file analysis
- Reporting
Basic Understanding of the following
- Networking
- Virtual Machines
- SQL
- Oracle and MSSQL Databases
Soft skills
- Fast Learner
- Excellent verbal and written communication skills
- Problem analysis and problem-solving
- Attention to detail
- Adaptability
- Team player
- Resilience
Travel: Minimal
After-Hours work: Some required