Senior Technical Support Representative

Job Summary: Job Description: Tier 2 Senior Technical Support Representative Job Summary: At AssetWorks, the 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 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representative. 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 2 Senior Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 1. In addition to the AssetWorks products you will work with third party systems such as 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. As a Tier 2 Senior Technical Support Representative, this person is expected to have mastered their previous role and is seen as a subject matter expert within the company. In this role they will have additional roles and responsibilities and will have a greater emphasis on coaching and mentoring the team without having direct reports. Job Description: Job Description: Essential Duties and Responsibilities: Qualify, troubleshoot, investigate, and respond to customer support tickets Maintain rapport and a high level of customer satisfaction Handle customer escalation tickets 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 Escalate tickets as necessary to next level support and development Involvement in any additional follow up testing and troubleshooting Perform after-hours support on a rotating and scheduled basis Perform mentorship/training to internal staff Troubleshoot high level network issues Provide recommendations for which support tickets should be targeted for each major release Worker Type: Regular Number of Openings Available: 1 Your community is comprised of many moving parts. From roads and buildings to public safety and school, each part of your community is vital to its continued success. At AssetWorks, we create the software solutions needed for communities to succeed. From managing fleet vehicles, infrastructure, and energy to tracking buildings and equipment, our software helps communities maintain high levels of safety and efficiency. AssetWorks employees are passionate about what they do and are always looking for new and better ways to solve problems through software in a dynamic, entrepreneurial environment. Working at AssetWorks is anything but ordinary. AssetWorks offers competitive compensation, a comprehensive benefits package and the chance to learn from the best in the business. Come join the AssetWorks team. AssetWorks is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.