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
- Maintainrapportanda high levelof customer satisfaction
- Manage tasks and tickets according to priorityand keep the customer updated along the process
- Resolve clients' application questions or problems in the areas of database, system configurations/setup, productfunctionalityand business enhancements
- Leverage various platforms to communicate with customers and employees including Teams,WebEx, Phone, email, and Zendesk
- Provide installation/configuration supportofthird-partyapplications includingIIS, MSSQL, Oracle,ElasticSearch, and Crystal.
- Provide installation/configuration support ofAssetWorkssoftware applications in-house and in customer environments
- Provide initial support fordatabase inquiries
- Analyze Log Files fromAssetWorkssoftware as well as third-party tools and utilities
- Create development tickets when issues or improvements areidentified
- Create knowledge base entries for customers and internal staffand internal AI tools
- Escalate tickets as necessary to next level support or development
- Involvement in anyadditionalfollow 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
- Providerecommendationsfor which support tickets should betargeted for each major release
- LeverageAIfortroubleshooting
Requirements:
The ideal candidate willpossessa bachelor’s degree from an accredited college or university with a major in computers OR related experience. The position is looking for the following.
- Previousexperience in a call center or customer service environment desired
- Proficient in the following
- Windows Home and Server OS
- Oracle/Microsoft SQL Server
- Understanding of the following
- Excellent verbal and written communication skills
- Problem analysis and problem-solving
- After-Hours work: Somerequired
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
