Resolution Consultant

Incognito Software Systems Inc; Town of Texas (WI); On-site; USD 42,000 - 52,000; Full time

Job summary

Incognito Software Systems Inc is seeking a Resolution Consultant in the Customer Care team. You will capture customer reported issues and determine the best course of action for accurate resolution, working with customers to gather information for questions, issues, defects or enhancements and learning the AssetWorks suite of products.

The role requires a technical background to navigate both customer-facing front-end and back-end administrator sides.

Qualifications

• Bachelor's degree or equivalent experience.
• 1–2 years in technical support or help desk.
• 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 tasks based on severity and complete tasks within estimated timeframe.
• Provide feedback to customers on progress and status of reported issues.
• Receive support tickets via customer portal and monitor support email/phone.
• Provide accurate and detailed answers related to our software suite.
• Maintain local instances of products to imitate a customer environment for troubleshooting.

Skills

Verbal communication

Written communication

Analytical thinking

Interpersonal skills

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 CustomersPrioritize assigned tasks based on severity and complete tasks within estimated timeframeProvide feedback to the customers on the progress and status of their reported issues throughout the resolution processReceive support request tickets submitted in the customer portal as well as monitor the support email and hotlineProvide accurate and detailed answers to questions related to our software suite of productsMaintain local instances of the products to imitate a customer’s environment for precise troubleshootingRequired Qualifications:Bachelor’s degree or a combination of relevant experience, education and training that equates to the required degree1-2 years of experience in a technical support or help desk positionStrong verbal, listening, and written communication skillsStrong analytical, interpersonal, and decision-making skillsWorker Type:RegularNumber of Openings Available:1