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 Technical Support Representative (Level 2) will work in a team environment to provide install support services, assess and solve complex technical issues, provide high-level insight on IT best practices in regards to AssetWorks’ application installs, and maintain functional knowledge of the workings of our systems. The representative will have excellent written and verbal communication skills, have knowledge of customer service principles and practices, be self-motivated, have attention to detail, be adaptable and resilient, and will be organized.

Job Description:

Essential Duties and Responsibilities:

Analyze Log Files from AssetWorks' software as well as third-party tools and utilities
Assist in improving customer satisfaction by providing a wider range of support for customers
Be responsive to any special projects as assigned by Management
Troubleshoot Crystal and AD Hoc Reports
Create development tickets when issues or improvements are identified
Create knowledge base entries for customers and internal staff
Escalate tickets as necessary to next level support or development
Handle customer escalations as needed
Install and Support Proprietary applications and including IIS, MSSQL, Oracle, ElasticSearch, and Crystal.
Install and upgrade AssetWorks software applications in-house and in customer environments
Involvement in any additional follow up testing and troubleshooting
Keep customers informed of how and when problems are resolved
Keep customers informed when installs and upgrades are completed
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
Monitor and maintain hosting environment for hosted customers
Perform after-hours installs and upgrades as needed
Perform after-hours support on a rotating and scheduled basis
Perform training to customers and internal staff as needed
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
Restore, Create, and query Oracle and MSSQL Databases
Support and Install Mobile Software
Take level 2 customer support calls and field customer inquiries regarding the product
Track the progress of projects and tickets with detailed notes in Zendesk
Troubleshoot high level network issues
Troubleshoot Windows OS and embedded OS issues affecting our software
Understand technical architecture and third-party dependencies of AssetWorks applications and be able to discuss with customers and coach staff

Requirements:

The ideal candidate will possess a bachelor’s degree from an accredited college or university with a major in computers OR related experience. The position is looking for the following.

Previous experience in a call center or customer service environment desired
Proficient in the following
- Server Management
- Oracle/Microsoft SQL Server
- Structured Query Language
- Log file analysis
- Windows Home and Server OS
- Microsoft Applications
Understanding of the following
- Networking
- Virtual Machines
- Scripting
- XML/HTML, CSS
- Crystal Reports
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

Benefits:

Generous Paid Time Off
11 Paid Holidays

Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
401k with employer match which immediately vests
Annual Company Bonus
Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
Tuition Reimbursement Program
Employee rewards and recognition programs
Optional Employee Stock Purchase Program with company match
Pet insurance
TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
Referral bonuses
Employee engagement events
Flexible remote work arrangements

Worker Type:

Regular

Number of Openings Available:

Required profile