AssetWorks is looking for a Technical Support Representative (Level 2) to join our support team. In this role, you will provide expert-level install support, solve complex technical issues, and coach others on IT best practices for our applications.
What You'll Do
- Install and upgrade AssetWorks software applications in both internal and customer environments.
- Install and support proprietary applications including IIS, MSSQL, Oracle, ElasticSearch, and Crystal Reports.
- Qualify, troubleshoot, investigate, and respond to customer support tickets, keeping clients informed of progress.
- Analyze log files from AssetWorks software and third-party tools.
- Troubleshoot high-level network, Windows OS, and embedded OS issues affecting our software.
- Restore, create, and query Oracle and MSSQL databases.
- Create knowledge base entries and development tickets when issues or improvements are identified.
- Escalate tickets as necessary and handle customer escalations.
- Monitor and maintain the hosting environment for hosted customers.
- Perform after-hours installs, upgrades, and scheduled support on a rotating basis.
- Perform training for customers and internal staff as needed.
- Leverage platforms like Teams, WebEx, phone, email, and Zendesk to communicate.
- Manage tasks and tickets according to priority with detailed notes.
- Maintain a high level of customer satisfaction by examining complaints and identifying solutions.
What We're Looking For
- Excellent written and verbal communication skills.
- Knowledge of customer service principles and practices.
- Self-motivated, adaptable, resilient, organized, and a fast learner.
- Strong problem analysis and problem-solving skills; a team player.
- Proficient in Server Management, Oracle/Microsoft SQL Server, and Structured Query Language (SQL).
- Proficient in log file analysis, Windows Home and Server OS, and Microsoft Applications.
- Understanding of Networking, Virtual Machines, Scripting, XML/HTML, CSS, and Crystal Reports.
Nice to Have
- 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.
Technical Stack
- IIS, MSSQL, Oracle, ElasticSearch, Crystal Reports
- Windows OS, Microsoft Applications, Zendesk
Team & Environment
You will work in a tiered support team split into three focus groups: Level 1 Software Support Analysts, and Functional and Technical representatives, reporting to Management.
Benefits & Compensation
- Generous Paid Time Off and 11 paid holidays.
- Medical, Dental, Vision, and Life insurance with various choices and a 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 for discounted entertainment tickets.
- Referral bonuses and employee engagement events.
Work Mode
This position offers a hybrid work arrangement with flexible remote options.
AssetWorks is an equal opportunity employer.
