Technical Support Representative

Job Summary:

At AssetWorks, the M5 Customer team provides support to our customers as well as providing support for Hosted environments that are running in-house. The team is split into two groups: Functional representatives and Technical representatives. Both teams collaborate to support the customer base and many of the job duties for each team overlap. Within these 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.

Job Description:

The Technical Support Representative will work in a team environment to provide install support services, assess and solve complex technical issues, provide high-level insight on IT best practices in regard to AssetWorks’ application installs, and maintain functional knowledge of the workings of our systems. The representative will have excellent written and verbal communication skills, have knowledge of customer service principles and best practices, be self-motivated, have attention to detail, be adaptable and resilient, and well organized.

Essential Duties and Responsibilities:

• 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 Adhoc 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
• Involvement in any additional follow up testing and troubleshooting
• Keep customers informed of how and when problems are resolved
• 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
• 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 M5 application and Mobile Software-EDGE/Smartapps
• Take 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

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
• PerkSpot program(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