Technical Support Representative
Job Summary:
At AssetWorks, the 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; Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support 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 Tier 2 Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 1. In addition to the AssetWorks products you will work with third party systems such as Oracle and MSSQL databases, web servers, mobile devices, printers, tablets, and Crystal Reports. The position will include performing installs and upgrades both internally and for our customers.
Job Description:
Essential Duties and Responsibilities:
Qualify, troubleshoot, investigate, and respond to customer support tickets
Maintain rapport and a high level of customer satisfaction
Manage tasks and tickets according to priority and keep the customer updated along the process
Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements
Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk
Provide installation/configuration support of third-party applications including IIS, MSSQL, Oracle, ElasticSearch, and Crystal.
Provide installation/configuration support of AssetWorks software applications in-house and in customer environments
Provide initial support for database inquiries
Analyze Log Files from AssetWorks software as well as third-party tools and utilities
Create development tickets when issues or improvements are identified
Create knowledge base entries for customers and internal staff and internal AI tools
Escalate tickets as necessary to next level support or development
Involvement in any additional follow up testing and troubleshooting
Perform after-hours support on a rotating and scheduled basis
Perform training to internal staff as needed
Troubleshoot high level network issues
Provide recommendations for which support tickets should be targeted for each major release
Leverage AI for troubleshooting
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
Windows Home and Server OS
Microsoft Applications
Oracle/Microsoft SQL Server
SQL
Log file analysis
Understanding of the following
Server Management
Networking
Virtual Machines
Scripting
XML/HTML, CSS
Crystal Reports
Various AI models
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
Employee Discount Platform 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:
1