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Technical Support Representative

AssetWorksCalgary, Alberta, CanadaOnsite

Job Summary:At AssetWorks, the AW-GPS support and deployment team provides support to our customers as well as providing support for environments that are running in-house. The team is split into two focus groups: Customer Care and Professional Services. Both teams collaborate to support the customer base and many of the job duties for each team overlap. With these focus groups, we provide a tiered support structure that provides not only excellent service to our customers but also the potential for growth within the department.


The Technical Support Representative will work in a team environment to provide vehicle install support services, assess and solve complex technical issues, provide high-level training on AW-GPS website, and maintain functional knowledge of the workings of our systems. The representative will have excellent written and verbal communication skills, have knowledge of customer service principles and practices, be self-motivated, have attention to detail, be adaptable and resilient, and will be organized.The role will be a flexible hybrid position – working from home and office

Job Description:


Essential Duties and Responsibilities:

  • Maintain a high level of customer satisfaction in all customer-facing projects and tickets
  • Maintain rapport with customers by examining complaints and identifying solutions
  • Manage tasks and tickets according to priority
  • Perform training to customers and internal staff as needed
  • Qualify, troubleshoot, investigate, and respond to customer support tickets
  • Analyze Log Files from AssetWorks' software as well as third-party tools and utilities
  • Assist in improving customer satisfaction by providing a wider range of support for customers
  • Be responsive to any special projects as assigned by Management
  • Create development tickets when issues or improvements are identified
  • Create knowledge base entries for customers and internal staff
  • Escalate tickets as necessary to next level support or development
  • Handle customer escalations as needed
  • Involvement in any additional follow up testing and troubleshooting
  • Keep customers informed of how and when problems are resolved
  • Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk
  • Take level 2 customer support calls and field customer inquiries regarding the product
  • Track the progress of projects and tickets with detailed notes in Zendesk
  • Understand technical architecture and third-party dependencies of AssetWorks applications and be able to discuss with customers and coach staff

Requirements


:The ideal candidate will possess a bachelor’s degree from an accredited college or university with a major in computers OR related experience. The position is looking for the following.

  • Previous experience in a call center or customer service environment desired
  • Must have a driver's license
  • Basic understanding of vehicle components (mileage, hours, trouble codes)
  • Training will be provided.
  • Understanding of the following
  • Wireless Networking
  • Virtual Machines and General Website Navigation
  • Basic Knowledge of Database/SQL queries
  • Soft skills
  • Fast Learner
  • Excellent verbal and written communication skills
  • Problem analysis and problem-solving
  • Attention to detail
  • Adaptability
  • Team player
  • Resilience
  • Travel: 10%

Worker Type:Regular


Number of Openings Available:1


Life at AssetWorks

Thrive Here & What We ValueHigh Level of Ethics and Integrity | Strong Analytical Skills | Proficient in Using Financial Software and Technology Tools | Solid Understanding of Business Operations and Industry Trends | Able to Collaborate with Other Departments and Stakeholders | Strong Leadership Skills to Manage and Motivate a Team of Finance Professionals</s> | Fully remote but requires collaboration with colleagues in Europe | East coast hours based workday</s> | 1. Young and Dynamic Team | 2. Supportive Environment | 3. Innovative Software Company | 4. Opportunity for Personal Growth | 5. Competitive Salary</s> | Higher education environment | Agile, Waterfall, or Hybrid project methodologies | Strong problem-solving and decision-making abilities.</s> | Dynamic, international organization | Small-scale organization combined with the resources of a large international network | Global connections and opportunities for growth</s> | Promote a positive employer brand by providing excellent candidate experience | Stay up-to-date with industry trends and best recruitment practices to enhance hiring strategies</s> | 1. Generous Paid Time Off | 2. 11 Paid Holidays | 3. Medical, Dental, Vision, Life Insurance Benefits with Various Choices and Employer Contribution | 4. 401k with Employer Match Which Immediately Vests | 5. Annual Company Bonus | 6. Career Growth and Mentoring Opportunities as a Smaller Business Unit within the Volaris Group | 7. Tuition Reimbursement Program | 8. Employee Rewards and Recognition Programs | 9. Optional Employee Stock Purchase Program with Company Match | 10. Pet Insurance | 11. TicketsatWork Program, Discounted Entertainment Tickets to Movies, Sporting Events, Hotels, Live Performances, Etc.</s> | Mentorship from experienced professionals | Networking opportunities and potential career growth within the organization | Facility under Volaris Group and Constellation Software umbrella</s> | A self-starting personality with a spirit of entrepreneurship | Experience working in a diverse group of people | Ability to travel up to 50% | Experience with complex sales cycles | Strong prospecting skills | Presentation skills both remotely and in-person | Proven track record of reaching key decision-makers</s> | Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution | Flexible remote work arrangements</s> | Strong desire to succeed in enterprise software sales | 3-5+ years of experience in a similar Pre-Sales Engineer role supporting complex enterprise solutions | Experience with facilities operational solutions like CMMS, CAFM, or IWMS (Integrated Workplace Management Systems) | Travel: This role may require up to 75% travel. | A mix of on-site client interaction, virtual meetings, and internal collaboration. | Regular worker type.</s> | Supportive work environment | Open and dynamic culture | People-first culture | Inclusive atmosphere | Work-life balance options | Social events and team-building activities | Career development programs and mentorship</s> | Collaborative Team Environment | Tiered Support Structure for Excellent Customer Service and Growth Opportunities</s> | Collaborative Setting | Passion for Excellence</s> | 1. Emphasis on workplace efficiency and optimization | 2. Support for professional development and growth opportunities | 3. Collaborative and supportive team environment</s> | Win-win relationships with key customers and partners to maximize long-term commercial success for all parties | Alignment of each business and functional department’s KPI’s with Volaris targets | Strong talent management process to attract and retain talent, ensure strong employee engagement, implement succession plans to manage risks, embrace scalability, and harvest up-and-coming talent.</s> | Collaborative, entrepreneurial environment | Competitive salary and benefits package | Hybrid work environment</s> | Dynamic, collaborative, progressive, and high-performing team | Cutting-edge technologies in the best-in-class Boundary Scan industry | Career growth and development opportunities</s> | 1. Collaborative work environment | 2. Resultsdriven, high utilization and team-oriented culture | 3. Opportunity to learn about Project Management, Information Technology, and facilities software used by government agencies.</s> | Collaborative and team-oriented work environment | Mentorship opportunities for students and trainees | Opportunities for professional growth and development</s> | Collaborative "open-door" culture | Fosters areas of improvement for the department in collaboration with other managers.</s> | West coast time zones preferable Mountain or Pacific</s> | Collaborative and innovative work environment | Work-life balance initiatives and flexibility</s> | 1. Promotes trust and mutual respect. | 2. Passion for constant improvement. | 3. Array of products and experienced teams to learn from.</s> | Constellation Software is Canada's largest technology company, trading under CSU on the TSX (this includes a vast network of peers to work with and learn from) | Opportunity to develop your skills and learn new technologies | Work within a Constellation Software business unit</s>
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