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Full-time
bachelor degree
Bonus sharing program, Health benefits, Dental benefits
Posted 5d ago
~40 hrs/week
Responsibilities
The Support Analyst will act as the primary point of contact for clients, diagnosing and resolving hardware and software issues related to the GPS platform. They will also collaborate with the Professional Services team on implementations and maintain documentation for the knowledge base.
Requirements
Candidates must possess a post-secondary degree or diploma in Information Technology, Engineering, or a related field. Strong customer service, communication, and problem-solving skills are required for this role.
Full job description
Job Summary:
The Customer Care Support Analyst role is responsible with maintaining the ongoing relationship with client, providing support post-deployment, which includes (but not limited to) resolving support calls and emails, software/hardware updates, and fulfilling hardware orders. This role serves as the primary for the clients post project deployment and may require periodic travel to customer sites.
Job Description:
AssetWorks GPS is a complete AVL/GPS, field ticketing, driver behavior and fleet management solution that improves the efficiency of fleet-based businesses. Deployed in the cloud, the solution can be implemented quickly and tailored to fit any fleet’s needs and budget. From safety and billing, to reporting and data accuracy, AssetWorks GPS connects office staff to what is happening in the field in real time through mapping tools, reporting, dashcams and more.
The Calgary office is responsible for all aspects of the AssetWorks GPS product from new development through deployment and system support.
We’re looking for a Full Time Support Analyst to work with both our Customer Care and Professional Service Teams and provide excellent support to our client base across Canada and the United States. This is an in-person role at the AssetWorks GPS office in Calgary.
You'll be the primary point of contact for clients across Canada and the United States — diagnosing technical issues with our GPS platform, resolving problems quickly, and helping customers get maximum value from their fleet management solution. You'll work closely with our Professional Services team on complex implementations and act as a key bridge between clients and our internal development and product teams.
As a Support Analyst, key responsibilities include:
Triage and resolve GPS hardware and software issues (devices, tracking, connectivity)
Support client onboarding and configuration of the AWGPS platform
Escalate bugs and product issues to the development team with clear documentation
Remote troubleshooting using a variety of different in-house software tools.
Actively contribute to on-going process improvements.
Create and maintain Knowledge Base articles and support documentation.
Work closely with the Professional Services team to support specific clients’ problems.
Build relationships with clients to better understand their needs, issues and a clear path forward.
Required Skills and Experience:
A post-secondary degree/diploma in Information Technology, Engineering, or equivalent.
Customer service experience.
Excellent telephone, verbal, and written communications skills.
Strong organizational, problem-solving, and analytical skills.
Ability to multi-task issues and work under pressure.
Experience in Fleet related work (nice to have).
SQL experience (nice to have).
Performance Bonus: Eligible to participate in the company's bonus sharing program, rewarding team and individual performance.
Health Benefits: Comprehensive health and dental benefits package provided.
We provide innovative and practical solutions to help our customers, and the people they serve, thrive.
Industry
Software Development
Company size
5,001-10,000 employees
Founded
1991
Headquarters
Wayne, PA
LinkedIn followers
82,851
AssetWorks delivers industry-leading business solutions to help asset- and infrastructure-intensive organizations control capital and operating expenditures, reduce operational complexity, and manage regulatory and policy-driven risk. Leveraging a comprehensive portfolio of software and consulting solutions, we help organizations work more efficiently by improving access to shared asset data, promoting greater transparency across the organization, improving service delivery, maximizing asset availability and uptime and reducing total cost of ownership. Using the latest cloud and mobile computing technologies, our asset management solutions and domain expertise help organizations eliminate waste, redundancy, and inefficiency.
AssetWorks is a US corporation and a portfolio company of the Constellation Software, Inc. group of companies which trades on the TSX under the ticker symbol CSU. As a publicly traded corporation, we are committed to promoting shareholder value by delivering quality work and solid financial results. These factors reinforce what has always been our corporate focus—putting quality first and ensuring profitability and growth will follow.
Offices: 998 Old Eagle School Road, Suite 1215, Wayne, PA 19087, US · 1777 NE Loop 410, Suite 1250, San Antonio, TX 78217, US · 168 Industry Drive, Pittsburgh, PA 15275, US · 6300 Bridge Point Pkwy #240, Austin, Texas 78730, US
Fleet Management SoftwareIntegrated Automated Fueling SystemsFixed Asset SoftwareMotor Pool ManagementGPSInsurance Appraisal ServicesInventory ServicesRisk Management Softwareand Government Property ManagementInformation Technology