Resolution Consultant-3

AssetWorks Inc•San Antonio, TX

About The Position

The Resolution Consultant position is a part of the Customer Care team which is the first point of contact between the customer and the software vendor. They are responsible for capturing customer reported issues and determining the best course of action for an accurate resolution in a timely manner. They will also work directly with the customer to gather necessary information for any questions, issues, defects or enhancements received. The Software Support Analyst will learn the AssetWorks suite of products. A technical background is required as navigating both the customer facing front-end of the applications and the back-end administrator sides are needed. Demonstrate expertise in conveying technical and functional concepts within our software to Customers. 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.

Requirements

Bachelor’s degree or a combination of relevant experience, education and training that equates to the required degree
1-2 years of experience in a technical support or help desk position
Strong verbal, listening, and written communication skills
Strong analytical, interpersonal, and decision-making skills
A technical background is required as navigating both the customer facing front-end of the applications and the back-end administrator sides are needed

Responsibilities

Capturing customer reported issues and determining the best course of action for an accurate resolution in a timely manner
Work directly with the customer to gather necessary information for any questions, issues, defects or enhancements received
Learn the AssetWorks suite of products
Demonstrate expertise in conveying technical and functional concepts within our software to Customers
Prioritize assigned tasks based on severity and complete tasks within estimated timeframe
Provide feedback to the customers on the progress and status of their reported issues throughout the resolution process
Receive support request tickets submitted in the customer portal as well as monitor the support email and hotline
Provide accurate and detailed answers to questions related to our software suite of products
Maintain local instances of the products to imitate a customer’s environment for precise troubleshooting