Technical Support & Resolution Specialist

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

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.