Resolution Consultant

AssetWorks Inc; Texas; On-site; USD 60,000 - 75,000; Full time

Job summary

AssetWorks Inc in Texas is seeking a Resolution Consultant to join the Customer Care team. You will capture customer-reported issues, determine the best path to resolution, and work directly with customers to gather information for questions, defects, or enhancements.

The role requires a technical background to navigate both front-end customer applications and back-end admin interfaces, plus strong communication and analytical skills.

Qualifications

• Bachelor’s degree or equivalent required.
• 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.

Responsibilities

• 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.

Skills

Technical support

Customer service

Communication

Analytical thinking

Education

Bachelor’s degree or equivalent

Job description

Job Summary:

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.

Job Description:

• 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

Required Qualifications:

• 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

Worker Type:

Regular

Number of Openings Available:

1