Job Summary:
The Software Support Analyst is part of the Customer support team, the first point of contact between the customer and the software vendor. They are responsible for capturing customer-reported issues and promptly determining the best action for an accurate resolution. They will also work directly with the customer to gather necessary information for any questions, problems, defects, or enhancements received. The Software Support Analyst will learn the Tribute suite of products. A technical background is required to navigate both the customer-facing front end of the applications and the back-end administrator side.
Job Description:
Duties/Responsibilities:
- Demonstrate expertise in conveying technical and functional concepts within our software to Customers
- Prioritize assigned tasks based on severity and complete tasks within the 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
Required Skills/Abilities:
- 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
Education and Experience:
- Bachelor's degree or a combination of relevant experience, education, and training that equates to the required degree
Worker Type:
Regular
Number of Openings Available:
1
What We Do
AssetWorks delivers industry-leading business solutions to help asset- and infrastructure-intensive organizations control capital and operating expenditures, reduce operational complexity, and manage regulatory and policy-driven risk. Leveraging a comprehensive portfolio of software and consulting solutions, we help organizations work more efficiently by improving access to shared asset data, promoting greater transparency across the organization, improving service delivery, maximizing asset availability and uptime and reducing total cost of ownership. Using the latest cloud and mobile computing technologies, our asset management solutions and domain expertise help organizations eliminate waste, redundancy, and inefficiency.
AssetWorks is a US corporation and a portfolio company of the Constellation Software, Inc. group of companies which trades on the TSX under the ticker symbol CSU. As a publicly traded corporation, we are committed to promoting shareholder value by delivering quality work and solid financial results. These factors reinforce what has always been our corporate focus—putting quality first and ensuring profitability and growth will follow.
