Key Facts

Remote From:

Full time

English

Hard Skills

Internet Information Services Crystal Reports (Reporting Software) Oracle Databases Microsoft SQL Server Data Engine (MSDE) Scripting Virtualization Configuration Management Software Installation Zendesk Web Servers +22 more

Other Skills

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Virtual Teams
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Microsoft Office
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Non-Verbal Communication
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Adaptability
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Resilience
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Teamwork
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Customer Service
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Quick Learning
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Bachelor's degree in computer science or related field or equivalent experience.
Previous experience in a call center or customer service environment.
Proficiency with Windows OS (Home/Server), Microsoft applications, Oracle/MSSQL, SQL, and log file analysis; basic server management, networking, virtual machines, scripting; Crystal Reports.
Excellent verbal and written communication, problem solving, attention to detail, adaptability; ability to work in a team; willingness for after-hours work; minimal travel.

Requirements:

Qualify, troubleshoot, investigate, and respond to customer support tickets; maintain rapport and high customer satisfaction; manage tasks by priority and keep customers updated.
Provide installation/configuration support for AssetWorks software and third-party applications (IIS, MSSQL, Oracle, ElasticSearch, Crystal Reports) in-house and at customer environments.
Analyze log files, create development tickets for issues or improvements, create knowledge base entries, and provide after-hours support on a rotating schedule.
Escalate tickets as needed, assist with training internal staff, and troubleshoot high-level network issues; leverage AI tools for troubleshooting and use various communication channels (Teams, WebEx, phone, email, Zendesk).

AssetWorks Inc

About 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. Leveraging a comprehensive portfolio of software and consulting solutions, we help organizations work more efficiently by improving access to shared asset data, promoting greater transparency across the organization, improving service delivery, maximizing asset availability and uptime and reducing total cost of ownership. Using the latest cloud and mobile computing technologies, our asset management solutions and domain expertise help organizations eliminate waste, redundancy, and inefficiency. AssetWorks is a US corporation and a portfolio company of the Constellation Software, Inc. group of companies which trades on the TSX under the ticker symbol CSU. As a publicly traded corporation, we are committed to promoting shareholder value by delivering quality work and solid financial results. These factors reinforce what has always been our corporate focus—putting quality first and ensuring profitability and growth will follow.

Company type: XLarge

Founded: 2018

Company size: 5001 - 10000

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Job description

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 2 Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 1. 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:

Essential Duties and Responsibilities:

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:

The ideal candidate will possess a bachelor’s degree from an accredited college or university with a major in computers OR related experience. The position is looking for the following.

Previous experience in a call center or customer service environment desired

Proficient in the following

Windows Home and Server OS

Microsoft Applications

Oracle/Microsoft SQL Server

Log file analysis

Understanding of the following

Server Management

Networking

Virtual Machines

Scripting

XML/HTML, CSS

Crystal Reports

Various AI models

Soft skills

Fast Learner

Excellent verbal and written communication skills

Problem analysis and problem-solving

Attention to detail

Adaptability

Team player

Resilience

Travel: Minimal

After-Hours work: Some 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
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:

Ready to apply?

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