Technical Support Representative

🕒 Maio 21

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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AssetWorks Inc

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

☁️ SaaS

🏢 Corporativo

🚗 Transporte

SaaS • Enterprise • Transport

A AssetWorks Inc. é uma fornecedora líder de soluções de software integradas projetadas para ajudar as organizações a tomarem decisões baseadas em dados. Com foco em gestão de frotas e combustíveis, gestão de ativos empresariais, gestão de instalações para educação, gestão de riscos e gestão de propriedades governamentais, a AssetWorks oferece um conjunto abrangente de soluções que aumentam a eficiência e reduzem custos. Os produtos da empresa são adaptados para otimizar operações e melhorar a transparência de dados para entidades do setor público e privado. Com mais de 40 anos de experiência e mais de 1,000 clientes, a AssetWorks está comprometida em fornecer soluções escaláveis de alta qualidade que melhoram a responsabilidade e a eficiência operacional em diversos setores.

Descrição

• 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

🎯 Requisitos

• Bachelor’s degree from an accredited college or university with a major in computers OR related experience. • Previous experience in a call center or customer service environment desired • Proficient in Windows Home and Server OS • Microsoft Applications • Oracle/Microsoft SQL Server • SQL Log file analysis • Understanding of Server Management • Networking • Virtual Machines • Scripting • XML/HTML, CSS • Crystal Reports • Various AI models • Fast Learner • Excellent verbal and written communication skills • Problem analysis and problem-solving • Attention to detail • Adaptability • Team player • Resilience

🏖️ Benefícios

• 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