Job Summary:
At AssetWorks, the Support team provides support to our customers as well as providing support for environments that are running in-house. The team is split into three focus groups; Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representatives. All three 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 Tier 3 Technical Support Representative will provide help desk application and technical assistance to the internal/external customers that are escalated from Tier 2. This will include handling escalations, including communicating issues and enhancements to varying teams and departments.
In addition to the AssetWorks products, you will work with third party systems such as Oracle and MSSQL databases, web servers, mobile devices, printers, tablets, and Crystal Reports. The position will include performing installs and upgrades both internally and for our customers.
Job Description:
Job descriptionEssential Duties and Responsibilities:
Perform upgrades and installs for on Prem and Hosted customers
Maintain hosted environments for customers and internal departments
Maintain rapport and a high level of customer satisfaction
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
Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements
Qualify, troubleshoot, investigate, and respond to customer support tickets, escalating as required to development
Manage escalated tickets according to priority and keep the customer updated along the process
Create knowledge base entries for customers, internal staff, and AI tools
Provide initial support for database inquiries
Troubleshoot high level network issues
Analyze Log Files from AssetWorks software as well as third-party tools and utilities
Involvement in any additional follow up testing and troubleshooting
Provide after-hours support on a rotating, scheduled basis
Perform after-hours installations and upgrades as required
Mentor and train internal staff to promote skill development and knowledge sharing
Provide input on support tickets to prioritize for each major release cycle
Communicate completion status of installations and upgrades to customers
Collaborate with Customer Success Managers (CSMs) and cross-functional teams to address escalated customer issues
Document escalated tickets, including detailed root cause analysis
Utilize AI tools to support troubleshooting and issue resolution
Worker Type:
RegularNumber of Openings Available:
1Skills Required
- Perform installations and upgrades for on-premises and hosted customer environments
- Maintain hosted environments for customers and internal departments
- Experience with Oracle databases
- Experience with Microsoft SQL Server (MSSQL)
- Experience with IIS web server
- Experience with Elasticsearch
- Experience with Crystal Reports
- Experience using Zendesk, Microsoft Teams, and WebEx for customer communication
- Troubleshoot databases, system configurations, application functionality, and business enhancements
- Analyze application and third-party log files and troubleshoot high-level network issues
- Provide after-hours support and perform after-hours installations/upgrades on a rotating schedule
- Create knowledge base entries and documentation for customers, staff, and AI tools
- Mentor and train internal staff to share skills and knowledge
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.
