Job Details
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