AssetWorks Inc

Customer Support

• Serve as a primary point of contact for customer support inquiries via ticketing systems, email, phone and other support channels
• Deliver an exceptional, customer-first support experience rooted in empathy, clarity, and common sense
• Troubleshoot and resolve issues within a complex software environment
• Gather, organize, and communicate relevant technical details to development teams when escalation is needed
• Act as a translator between customers and technical teams to ensure clarity, context, and continuity
• Determine when issues can be resolved through support versus when escalation to engineering or development is required
• Document issues, resolutions, and learnings clearly in internal systems and knowledge bases
• Collaborate closely with a small support team and cross-functional partners to ensure smooth issue resolution
• Use AI-powered tools responsibly to improve efficiency while maintaining human judgment and nuance

Customer Support Specialist

Support Engineer

• Perform application installations, upgrades, and configuration across Customer test and production environments.
• Execute deployment activities using Azure DevOps release pipelines.
• Follow change management processes to ensure safe and reliable releases.
• Validate deployments and coordinate with the cross-functional teams.
• Monitor and manage CI/CD pipelines to ensure successful releases.
• Troubleshoot deployment failures and environment-related issues.
• Provide L2/L3 technical support for hosted applications and infrastructure.
• Participate in on-call rotations for incident response and resolution.
• Document known issues, resolutions, and best practices.

Technical Support Engineer – Hosting Operations

• 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

Customer Support Specialist

Technical Support Engineer – Hosting Operations

Technical Support Representative