Resolution Consultant

Resolution Consultant

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 Asset Works 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