Essential Duties and Responsibilities:

• Qualify, troubleshoot, investigate, 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

• Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk

• Provide installation/configuration support of third-party applications including IIS, MSSQL, Oracle, ElasticSearch, and Crystal.

• 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

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

• Proficient in the following

• Windows Home and Server OS

• Microsoft Applications

• Oracle/Microsoft SQL Server

• SQL

• Log file analysis

• Understanding of the following

• Server Management

• Networking

• Virtual Machines

• Scripting

• XML/HTML, CSS

• Crystal Reports

• Various AI models

• 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

Benefits:

• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Employee rewards and recognition programs
• Optional Employee Stock Purchase Program with company match
• Pet insurance
• Employee Discount Platform discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
• Referral bonuses
• Employee engagement events
• Flexible remote work arrangements