Technical Support Representative

Constellation Software Inc.

Job Overview

Location

Remote, United States

Job Type

Full-time

Full Job Description

📋 Description

• The Tier 2 Technical Support Representative provides help desk application and technical assistance to internal and external customers escalated from Tier 1, supporting AssetWorks products and third-party systems such as Oracle, MSSQL, web servers, mobile devices, printers, tablets, and Crystal Reports.
• Day-to-day responsibilities include qualifying, troubleshooting, investigating, and responding to customer support tickets; managing tasks and tickets by priority; maintaining rapport and high customer satisfaction; resolving application questions or problems related to database, system configurations, product functionality, and business enhancements; leveraging platforms like Teams, WebEx, phone, email, and Zendesk for communication; providing installation and configuration support for third-party applications (IIS, MSSQL, Oracle, ElasticSearch, Crystal) and AssetWorks software in-house and customer environments; analyzing log files from AssetWorks and third-party tools; creating development tickets and knowledge base entries; escalating tickets as needed; performing after-hours support on a rotating basis; training internal staff; troubleshooting high-level network issues; and leveraging AI for troubleshooting.
• The Support team at AssetWorks is split into three focus groups—Tier 1 Support Analysts, Tier 2 Technical Support Representatives, and Tier 3 Technical Support Representatives—collaborating to support the customer base with overlapping duties and a tiered structure that enables excellent service and growth potential within the department.
• The role offers opportunities to develop technical expertise in database administration, system configuration, scripting, log analysis, and AI-assisted troubleshooting; enhance communication and problem-solving skills; gain experience in customer-facing technical support; and advance within a structured support career path through mentorship and exposure to complex technical environments.

🎯 Requirements

• Bachelor’s degree from an accredited college or university with a major in computers or related experience
• Previous experience in a call center or customer service environment desired
• Proficient in Windows Home and Server OS, Microsoft Applications, Oracle/Microsoft SQL Server, SQL, log file analysis, server management, networking, virtual machines, scripting, XML/HTML, CSS, Crystal Reports, and various AI models
• Excellent verbal and written communication skills, problem analysis and problem-solving, attention to detail, adaptability, team player, resilience, and fast learner
• Ability to perform after-hours work on a rotating and scheduled basis, minimal travel required

🏖️ Benefits

• Generous Paid Time Off
• 11 Paid Holidays
• Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution
• 401k with employer match which immediately vests
• Annual Company Bonus
• Career growth and mentoring opportunities as a smaller business unit within the Volaris Group
• Tuition Reimbursement Program
• Employee rewards and recognition programs
• Optional Employee Stock Purchase Program with company match
• Pet insurance
• Employee Discount Platform for discounted entertainment tickets
• Referral bonuses
• Employee engagement events
• Flexible remote work arrangements

Skills & Technologies

Elasticsearch

Remote

Degree Required

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Constellation Software Inc.

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About Constellation Software Inc.

Volaris Group, a subsidiary of Constellation Software Inc., acquires and manages vertical market software companies serving niche industries worldwide. It provides long-term capital, operational support, and autonomy to portfolio firms in sectors like healthcare, education, logistics, and financial services, focusing on sustainable growth without exit pressures. Established in 1995, the group operates decentralized businesses across over 40 countries, emphasizing tailored solutions and customer retention over rapid scaling.

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