The Resolution Consultant assists customers with software issues, gathers information for resolution, and tracks support requests. They also provide feedback to customers and maintain software instances for troubleshooting.
Job Summary:
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 AssetWorks 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
Worker Type:
RegularNumber of Openings Available:
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What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
