Resolution Specialist — AI-Driven Tech Support Expert

GoAssetWorks

San Antonio (TX)

On-site

USD 65,000 - 90,000

Full time

14 days+

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Job summary

AssetWorks seeks a Resolution Consultant to join the Customer Care team in the United States. This frontline role requires ownership, technical depth, and a commitment to delivering high-quality outcomes for clients interacting with AssetWorks software.

You will independently resolve Tier 1–3 issues, log and prioritize tickets, and collaborate with cross-functional teams to improve processes and knowledge bases while staying current on product updates.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
2–4+ years in technical support, service desk, or application support with growing scope.
Strong analytical and problem-solving skills for multi-layer issues.
Excellent verbal and written communication with a customer-centric approach.
Experience with enterprise software and ticketing systems (Jira, Zendesk, ServiceNow).

Responsibilities

Serve as the primary support contact for customer inquiries via portal, email, and phone with high response quality and speed.
Log, categorize, and prioritize support tickets in Jira/CC, maintaining a clean queue.
Gather thorough information from customers to enable efficient issue analysis and resolution.
Independently resolve Tier 1 and Tier 2 issues; handle select Tier 3 escalations with internal collaboration.
Reproduce reported issues in local/test environments to validate customer-reported behavior.
Identify patterns in recurring issues and contribute to cross-functional root-cause discussions.
Maintain and improve internal knowledge base articles and documentation quality.