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Technical Support Representative
AssetWorks Inc. Qualify, troubleshoot, investigate, and respond to customer support tickets .
Tech Stack
Tools & technologiesElasticSearchMS SQL ServerOracleSQL
About the role
Key responsibilities & impact- 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
What you’ll need- 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 Windows Home and Server OS
- Microsoft Applications
- Oracle/Microsoft SQL Server
- SQL Log file analysis
- Understanding of Server Management
- Networking
- Virtual Machines
- Scripting
- XML/HTML, CSS
- Crystal Reports
- Various AI models
- Fast Learner
- Excellent verbal and written communication skills
- Problem analysis and problem-solving
- Attention to detail
- Adaptability
- Team player
- Resilience
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLWindows OSServer ManagementNetworkingScriptingXMLHTMLCSSCrystal ReportsLog File Analysis
Soft Skills
communicationproblem analysisproblem-solvingattention to detailadaptabilityteam playerresiliencefast learner