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 

• 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    

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 

• SQL 

• Log file analysis 

• Understanding of the following 

• Server Management 

• Networking 

• Virtual Machines 

• Scripting 

• XML/HTML, CSS 

• Crystal Reports 

• 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