Resolution Consultant

The Resolution Consultant is an experienced frontline member of the Asset Works Customer Care team and serves as a primary point of contact between clients and the software vendor. This role demands a high-performance mindset — someone who raises the execution bar for the team through ownership, technical depth, and consistently excellent customer outcomes. The Resolution Consultant independently resolves complex issues and sets the standard for quality in every interaction.

• Serve as the primary support contact for customer inquiries via support portal, email, and phone, with a high standard for response quality and speed.
• Accurately log, categorize, and prioritize support tickets in Jira/CC, maintaining a clean and actionable queue at all times.
• Gather thorough, relevant information from customers to enable efficient issue analysis and drive toward resolution without unnecessary back-and-forth.
• Independently resolve Tier 1 and Tier 2 issues, and take on select Tier 3 escalations with various internal team collaboration.
• Reproduce reported issues in local or test environments to validate and fully understand customer-reported behavior before escalating or resolving.
• Identify and surface patterns in recurring issues to Maintenance Engineering, Product, and Development; contribute to cross‑functional root cause discussions.
• Own, improve, and maintain internal knowledge base articles — raising the quality bar with each contribution.
• Stay ahead of product updates, new features, and university facilities use cases to maintain deep, current product expertise.
• Model excellent documentation habits and professional communication standards in every ticket interaction.
• Actively participate in team retrospectives and process improvement efforts — bringing ideas and driving change, not just attending.
• Collaborate with Customer Success Managers to align on customer health and escalation context.
• Maintain support interactions within the defined scope of Customer Care while identifying and routing opportunities that fall outside that scope into the appropriate paid engagement pipeline.
• Keep a sales‑aware mindset while assisting customers — recognizing opportunities to add value and connecting the right conversations to the right teams without compromising support quality.

• 2–4+ years of experience in a technical support, service desk, or application support role, with demonstrated growth in scope and complexity over time.
• Strong analytical and problem‑solving skills — comfortable tackling ambiguous, multi-layered issues.
• Excellent verbal and written communication skills, with a customer‑centric mindset and the ability to translate technical detail into clear, actionable guidance.
• Proven ability to manage multiple open issues simultaneously in a fast‑paced, deadline‑sensitive environment — without sacrificing quality.
• Proficient navigating front‑end user interfaces and back‑end administrative settings of enterprise software; general knowledge of database functionality as it relates to front‑end applications required.
• Highly detail‑oriented with strong organizational and documentation habits that others can depend on.
• Experienced with ticketing systems (e.g., Jira, Zendesk, Service Now) and support workflows; able to optimize and improve processes, not just follow them.
• AI proficiency and genuine willingness to adopt and apply AI tools, initiatives, and strategies in day‑to‑day support work.
• Experience supporting higher education or facilities management software strongly preferred.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field — or an equivalent combination of education, training, and demonstrated work experience.
• Track record of high performance and increasing responsibility in prior roles.