Level 2 Technical Support Specialist

Level 2 Technical Support Specialist

Join the AssetWorks team as a Level 2 Technical Support Specialist and be a vital part of our FA Support team, dedicated to providing exceptional support for our customers and in-house environments. In this role, you will work closely with a collaborative team to deliver installation support services, troubleshoot complex technical issues, and share insights on IT best practices related to AssetWorks applications.

Key Responsibilities:

• Analyze log files from AssetWorks software and third-party tools to identify and resolve issues.
• Enhance customer satisfaction by expanding support offerings and addressing inquiries efficiently.
• Assist management with special projects and initiatives as needed.
• Troubleshoot and resolve issues related to Crystal and AD Hoc Reports.
• Generate development tickets for identified issues or potential improvements.
• Create informative knowledge base entries for internal staff and customers.
• Escalate technical issues to higher-level support or development teams as required.
• Manage customer escalations effectively when they arise.
• Install and support proprietary applications, including IIS, MSSQL, Oracle, ElasticSearch, and Crystal.
• Perform installations and upgrades of AssetWorks software applications both in-house and at customer sites.
• Conduct follow-up testing and troubleshooting as necessary to ensure quality outcomes.
• Keep customers updated on the status of problem resolution and installations.
• Utilize various platforms to communicate with customers, including Teams, WebEx, email, and Zendesk.
• Maintain high levels of customer satisfaction across all projects and support tickets.
• Work to maintain strong rapport with customers by addressing their complaints and providing effective solutions.
• Prioritize and manage tasks and support tickets systematically.
• Monitor and uphold the hosting environment for client applications.
• Be available for after-hours installations and support on a rotating schedule.
• Train customers and internal staff as needed to facilitate effective usage.
• Qualify, troubleshoot, and respond to customer support tickets with professionalism.
• Resolve client inquiries related to applications, system configurations, and enhancements.
• Restore, create, and query Oracle and MSSQL databases as necessary.
• Support and install mobile software and address customer inquiries related to it.
• Track project progress and support tickets with detailed notes in Zendesk.
• Troubleshoot advanced network issues affecting application performance.
• Address issues related to Windows OS and embedded systems impacting our software.
• Understand and explain the technical architecture and dependencies of AssetWorks applications to customers.

Requirements:

• A bachelor's degree in a related field or comparable experience.
• Prior experience in customer service or call center roles is preferred.
• Proficiency in server management, Oracle/Microsoft SQL Server, Structured Query Language, log file analysis, and Windows operating systems.
• Familiarity with networking concepts, virtual machines, basic scripting, XML/HTML, CSS, and Crystal Reports.
• Soft Skills: Ability to quickly learn new technologies, excellent communication skills, strong problem-solving abilities, meticulous attention to detail, adaptability, teamwork, and resilience.
• Travel: Minimal.
• Availability for some after-hours work is required.

Benefits:

• Generous Paid Time Off.
• 11 Paid Holidays.
• Medical, Dental, Vision, and Life insurance benefits with a significant employer contribution.
• 401k with employer matching and immediate vesting.
• Annual company bonus opportunities.
• Career growth and mentoring within the Volaris Group.
• Tuition reimbursement program.
• Employee rewards and recognition initiatives.
• Optional employee stock purchase program with match.
• Pet insurance options.
• Discounted entertainment tickets and perks through the TicketsatWork program.
• Referral bonuses for successful candidate recommendations.
• Engagement events for team building.
• Flexible remote work arrangements.

Worker Type: Regular

Number of Openings Available: 1