Technical Support Representative

Job Summary:

At AssetWorks, the AW-GPS support and deployment team provides support to our customers as well as providing support for environments that are running in-house. The team is split into two focus groups: Customer Care and Professional Services. Both 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 Technical Support Representative will work in a team environment to provide vehicle install support services, assess and solve complex technical issues, provide high-level training on AW-GPS website, and maintain functional knowledge of the workings of our systems. The representative 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.
The role will be a flexible hybrid position – working from home and office

Job Description:

Essential Duties and Responsibilities:

• 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
• Perform training to customers and internal staff as needed
• Qualify, troubleshoot, investigate, and respond to customer support tickets
• Analyze Log Files from AssetWorks' software as well as third-party tools and utilities
• 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
• Create knowledge base entries for customers and internal staff
• Escalate tickets as necessary to next level support or development
• Handle customer escalations as needed
• 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
• Take level 2 customer support calls and field customer inquiries regarding the product
• Track the progress of projects and tickets with detailed notes in Zendesk
• Understand technical architecture and third-party dependencies of AssetWorks applications and be able to discuss with customers and coach staff

Requirements:

The ideal candidate will possess a bachelor’s degree from an accredited college or university with a major in computers OR related experience. The position is looking for the following.

• Previous experience in a call center or customer service environment desired
• Must have a driver's license
• Basic understanding of vehicle components (mileage, hours, trouble codes)
  • Training will be provided.
• Understanding of the following
  • Wireless Networking
  • Virtual Machines and General Website Navigation
  • Basic Knowledge of Database/SQL queries
• Soft skills
  • Fast Learner
  • Excellent verbal and written communication skills
  • Problem analysis and problem-solving
  • Attention to detail
  • Adaptability
  • Team player
  • Resilience
• Travel: 10%

Worker Type:

Regular

Number of Openings Available:

1