AssetWorks
TechnicalSupportRepresentative
“Technical Support Representative at AssetWorks. Skills: help desk application and technical assistance, troubleshoot, investigate, respond to customer support tickets, installation/configuration support. Qualify, troubleshoot, investigate, and respond to customer support tickets. Maintain rapport and a high level of customer satisfaction”
What You'll Achieve.
high level of customer satisfaction; provide a tiered support structure that provides not only excellent service to our customers but also the potential for growth within the department
Industry & Context.
Problem analysis and problem-solving
Minimal Travel, Some required After-Hours work
What They're Looking For.
Must Have
Windows Home and Server OS, Microsoft Applications, Oracle/Microsoft SQL Server, SQL, Log file analysis, Server Management, Networking, Virtual Machines, Scripting, XML/HTML, CSS, Crystal Reports, Various AI models
Nice to Have
Previous experience in a call center or customer service environment
What You'll Do.
and respond to customer support tickets
Maintain rapport and a high level of customer satisfaction
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
Provide installation/configuration support of third-party applications including IIS
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 and internal AI tools
Escalate tickets as necessary to next level support or development
Involvement in any additional follow up testing and troubleshooting
Perform after-hours support on a rotating and scheduled basis
Perform training to internal staff as needed
Troubleshoot high level network issues
Provide recommendations for which support tickets should be targeted for each major release
Leverage AI for troubleshooting
How You'll Work.
Team & Collaboration
All three teams collaborate to support the customer base; Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk; Escalate tickets as necessary to next level support or development; Perform training to internal staff as needed
Communication Scope
Excellent verbal and written communication skills
Process & Methodology
Manage tasks and tickets according to priority
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