Customer Care Support Analyst

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. Worker Type: Regular Number of Openings Available: 1