Functional Support Representative

Job Summary:

At AssetWorks, the M5 Support team provides support to our customers as well as providing support for Hosted environments that are running in-house. The team is split into Functional and Technical representatives. All teams collaborate to support the customer base and many of the job duties for each team overlap. 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 Functional Support Representative will provide front-line help desk application and technical assistance to the M5 customers. In addition to the AssetWorks products you will work with Oracle and MSSQL databases, web servers, mobile devices, printers, tablets, and Crystal Reports.

Job Description:

Essential Duties and 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• 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• 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• Query Oracle and MSSQL Databases• Support and Install Mobile Software• Take support calls and field customer inquiries regarding the product• Track the progress of projects and tickets with detailed notes in Zendesk

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

o Windows Home and Server OS

o Microsoft Applications• Understanding of the following

o Networking

o Virtual Machines

o Scripting

o XML/HTML, CSS

o Crystal Reports

o Server Management

o Oracle/Microsoft SQL Server

o Structured Query Language

o Log file analysis• Soft skills

o Fast Learner

o Excellent verbal and written communication skills

o Problem analysis and problem-solving

o Attention to detail

o Adaptability

o Team player

o Resilience• After-Hours work: Some required-rotation phone

Worker Type:

Regular

Number of Openings Available:

0