Technical Support Analyst

November 5

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AssetWorks Inc

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Integrated Workplace Management Systems • Fleet Management Software • Integrated Automated Fueling Systems • Fixed Asset Software • Motor Pool Management

5001 - 10000

Description

• 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

• 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