Technical Support Representative
AssetWorks Inc
full-time
Posted on:
Location Type: Remote
Location: Idaho • United States
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Tech Stack
About the role
- 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.
- 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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Log file analysisOracleMicrosoft SQL ServerStructured Query LanguageWindows OSNetworkingVirtual MachinesScriptingXMLHTML
Soft Skills
Fast LearnerExcellent verbal communicationExcellent written communicationProblem analysisProblem-solvingAttention to detailAdaptabilityTeam playerResilience