What are the responsibilities and job description for the Resolution Consultant position at AssetWorks?
Job Summary:
The Resolution Consultant Intern plays a vital role in the Customer Service team, serving as a key connection between customers and the software vendor. This role goes beyond traditional call center responsibilities, blending customer support with technical expertise and cross-departmental collaboration. Interns will gain hands-on experience with software systems, develop problem-solving skills, and contribute to enhancing the customer experience in a collaborative environment.
Job Description:
Position Title: Resolution Consultant Intern
Department: Customer Care
Reports To: Customer Services Manager
Department: Customer Care
Reports To: Customer Services Manager
Position Overview:
The Resolution Consultant Intern supports the Customer Care team in addressing customer-reported issues and delivering exceptional service. This role involves assessing, troubleshooting, and escalating issues, as well as collaborating with customers and internal teams to resolve technical challenges effectively. The position offers valuable experience in technical problem-solving, software navigation, and cross-departmental collaboration.
Key Responsibilities:
- Act as the first point of contact for customer-reported issues, documenting and analyzing details to determine the best resolution strategy.
- Assist in troubleshooting software-related issues and navigating both the front-end and back-end of the FacilityForce suite of products.
- Collaborate directly with customers to gather necessary information on questions, defects, and enhancement requests.
- Partner with internal departments, including Development, Quality Assurance, and Product Management, to escalate and resolve complex issues.
- Maintain accurate records of customer interactions and solutions to ensure a seamless support process.
- Support team efforts to enhance the overall customer experience through continuous learning and improvement.
As an Intern, You Will:
- Gain hands-on experience in issue resolution, software troubleshooting, and customer engagement.
- Learn the technical and administrative aspects of the FacilityForce suite of products.
- Work closely with experienced professionals to build problem-solving and technical skills.
- Contribute to team initiatives by providing support and collaborating on solutions for customer challenges.
Qualifications:
- Currently pursuing a degree in a technical or related field (e.g., Computer Science, Information Systems, Engineering, or similar).
- Basic understanding of software systems and technical troubleshooting is preferred.
- Strong analytical and critical-thinking skills for problem-solving.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Eagerness to learn, adapt, and collaborate in a team environment.
- Organized and detail-oriented, with the ability to manage multiple tasks effectively.
What You’ll Gain:
- Real-world experience in customer support and technical troubleshooting.
- Insight into cross-departmental collaboration and software systems.
- Valuable technical and interpersonal skills to advance your career in customer service or technology fields.
Worker Type:
Student (Fixed Term) (Trainee)
Number of Openings Available:
2
