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 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.