Job Summary:
At AssetWorks, the Support team provides support to our customers as well as providing support for environments that are running in-house. The team is split into three focus groups; Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representatives. All three teams collaborate to support the customer base and many of the job duties for each team overlap. With these focus 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.The Tier 3 Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 2. This will include handling escalations, including communicating issues and enhancements to varying teams and departments.
In addition to the AssetWorks products, you will work with third party systems such as Oracle and MSSQL databases, web servers, mobile devices, printers, tablets, and Crystal Reports. The position will include performing installs and upgrades both internally and for our customers.
Job Description:
Job descriptionEssential Duties and Responsibilities:
Perform upgrades and installs for on Prem and Hosted customers
Maintain hosted environments for customers and internal departments
Maintain rapport and a high level of customer satisfaction
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
Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements
Qualify, troubleshoot, investigate, and respond to customer support tickets, escalating as required to development
Manage escalated tickets according to priority and keep the customer updated along the process
Create knowledge base entries for customers, internal staff, and AI tools
Provide initial support for database inquiries
Troubleshoot high level network issues
Analyze Log Files from AssetWorks software as well as third-party tools and utilities
Involvement in any additional follow up testing and troubleshooting
Provide after-hours support on a rotating, scheduled basis
Perform after-hours installations and upgrades as required
Mentor and train internal staff to promote skill development and knowledge sharing
Provide input on support tickets to prioritize for each major release cycle
Communicate completion status of installations and upgrades to customers
Collaborate with Customer Success Managers (CSMs) and cross-functional teams to address escalated customer issues
Document escalated tickets, including detailed root cause analysis
Utilize AI tools to support troubleshooting and issue resolution
Worker Type:
RegularNumber of Openings Available:
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