Tier 3 Technical Support Representative

Job Summary:

At AssetWorks, the FA 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 front-line help desk application and technical assistance to the FASuite customers. In addition to the AssetWorks products you will work with 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:

• 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
• Install and Support Proprietary applications including IIS, MSSQL, Oracle, ElasticSearch, and Crystal.
• Install and upgrade AssetWorks software applications in-house and in customer environments
• 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 installs and upgrades as needed
• 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
• Restore, Create, and query Oracle and MSSQL Databases
• Support and Install Mobile Software
• Take customer support calls and field customer inquiries regarding the product
• Track the progress of projects and tickets with detailed notes in Zendesk
• Take on customers that get escalated with a CSM representative

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
  • Server Management
  • Oracle/Microsoft SQL Server
  • Structured Query Language
  • Log file analysis

• Understanding of the following
  • 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

Worker Type:

Regular

Number of Openings Available:

1