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AssetWorks Inc · 16 hours ago

Technical Support Representative

United States

Full-time

Remote

New Grad, Entry Level

AssetWorks Inc is a company focused on providing support to customers through their FA Support team. The Technical Support Representative (Level 2) will work in a team environment to provide install support services, troubleshoot complex technical issues, and maintain functional knowledge of the systems while ensuring high customer satisfaction.

Information TechnologySoftware

H1B Sponsor Likely

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 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

Qualification

Oracle/Microsoft SQL ServerServer ManagementLog file analysisStructured Query LanguageWindows HomeServer OSNetworkingCrystal ReportsFast LearnerProblem analysisResilienceVerbal communicationAttention to detailAdaptabilityTeam player

Required

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 Server Management

Proficient in Oracle/Microsoft SQL Server

Proficient in Structured Query Language

Proficient in Log file analysis

Proficient in Windows Home and Server OS

Proficient in Microsoft Applications

Understanding of Networking

Understanding of Virtual Machines

Understanding of Scripting

Understanding of XML/HTML, CSS

Understanding of Crystal Reports

Fast Learner

Excellent verbal and written communication skills

Problem analysis and problem-solving

Attention to detail

Adaptability

Team player

Resilience

Minimal travel

Some after-hours work required

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

Company

AssetWorks Inc

AssetWorks delivers industry-leading business solutions to help asset- and infrastructure-intensive organizations control capital and operating expenditures, reduce operational complexity, and manage regulatory and policy-driven risk.

Founded in 1983

Wayne, Pennsylvania, USA

5001-10000 employees

https://www.assetworks.com/

H1B Sponsorship

AssetWorks Inc has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2021 (1)