Hourly Wage for ASSETWORKS Software Support/Implementation Specialist Salary in the United States

The Team

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.

Position Overview

The Software Support/Implementation Specialist will work on the technical support team to provide install and upgrade support services. The specialist will have excellent written and verbal communication skills, have knowledge of customer service principles and practices, be self-motivated, have attention to detail, be adaptable and resilient, and will be organized.

Responsibilities

• Perform technical installation and upgrades of AssetWorks software applications in-house and in customer environments (Off hours upgrades required)
• Utilize Zendesk for logging installs, upgrades and communications on tickets
• Track the progress of projects with detailed notes
• Keep customers informed when installs and upgrades are completed
• Involvement in any additional follow up testing and troubleshooting
• Maintain rapport with customers by examining complaints and identifying solutions
• Perform after-hours installs and upgrades as needed
• Be responsive to any special projects, as assigned by Management

Qualifications

• Bachelor’s Degree or related experience
• Previous experience in a call center or customer service environment desired
• Proficient in the following
  • Server Management
  • Oracle and MSSQL Server
  • SQL
  • IIS
  • Log file analysis
  • Windows Home and Server OS
  • Microsoft Applications
  • Networking
  • Virtual Machines
  • Scripting
• Understanding of the following
  • XML/HTML, CSS
  • Crystal Reports
• Travel: Minimal

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