Technical Support Analyst

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; Level 1 Software Support Analysts, Functional and Technical 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 Support Analyst takes incoming calls from customers, answers inquiries and questions via email, handles complaints, troubleshoots problems, and generates tickets for issues both resolved by the analyst and for issues in need of escalation. This is an opportunity for an individual who is passionate about customers and wants to enhance their career in technology. In this position, the individual will be exposed to varying, complex issues, but will be working with a team to bring issues through to resolution.

Job Description:

Essential Duties and Responsibilities:

• Assist in improving customer satisfaction by providing a wider range of support for customers
• Be responsive to any special projects as assigned by Management
• Create development tickets when issues or improvements are identified
• Escalate tickets as necessary to next level support or development
• Involvement in any additional follow up testing and troubleshooting
• Keep customers informed of how and when problems are resolved
• 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
• 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
• Take level 1 customer support calls and field customer inquiries regarding the product
• Track the progress of projects and tickets with detailed notes in Zendesk

Requirements:

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
• Log-file analysis
• Reporting
• Basic Understanding of the following
• Networking
• Virtual Machines
• SQL
• Oracle and MSSQL Databases
• 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