Technical Support Analyst

Advanced Solutions International, Inc. · Austin, TX · 2 wk ago

On-siteAnalyst$55k–$65k/yrFull-time

About the role

This position provides technical expertise to TopClass resellers and end users in the form of technical support and documentation. A great Tech Support Analyst is a confident multi-tasker who is comfortable engaging with customers to solve their support queries and build excellent client relationships. You will be the TopClass customers advocate internally and will always seek to fully understand customer issues in order to take action in resolving them.

Responsibilities

Provide technical support to resellers via phone and email.
Work closely with support, services, QA and R&D Teams to communicate customer requirements and ensure timely resolution of support queries.
Document and report SMRs, including bugs and enhancements.
Contribute technical articles and help with tips to on-line resources.
Function as an expert for a particular product to the support staff and company.
Maintain the technical support working environment, including database setup, restores, loading client data, etc.
Perform other job-related duties and responsibilities as may be assigned from time to time.

Requirements

Bachelor’s degree in information technology, computer science or related field, or equivalent experience.
2+ years of technical support experience, preferably supporting business applications software.
Strong technical background.
iMIS experience preferred but not required.
Proficient in Windows and Windows NT, as well as various software applications.
Demonstrated problem-solving and crisis management skills.
Strong conceptual and analytical skills with the ability to work as an effective member of a team.
Excellent communication skills are a must.

Qualifications

BS/BA in Information Technology, Computer Science or related field, or equivalent experience.
2+ years of technical support experience, preferably supporting business applications software.
Strong technical background.
iMIS experience preferred but not required.
Proficient in Windows and Windows NT, as well as various software applications.
Demonstrated problem-solving and crisis management skills.
Strong conceptual and analytical skills with the ability to work as an effective member of a team.
Excellent communication skills are a must.

Skills

Technical support experience.
Technical writing and documentation skills.
Problem-solving and crisis management skills.
Effective communication skills.
Knowledge of Windows and Windows NT.
Experience with business applications software.
iMIS experience (preferred).

Benefits

At ASI, we offer a competitive and comprehensive benefits package, which includes:

Generous Paid Time Off.
Medical, Dental, and Vision Insurance.
Life and AD&D Insurance.
Flexible Spending Account (FSA) and Healthcare Savings Account (HSA).
401(k) Retirement Plan with Discretionary Match.
Professional Growth and Development Opportunities.
Volunteer Time Off and Study Leave.
Employee Assistance Program.
Hybrid Remote Work.

Pay

Compensation for this position is determined based on a variety of factors, including, but not limited to, an individual’s skills, experience, training, certifications, education, geographic location, business needs, and internal equity. For candidates located in Alexandria, VA or Austin, TX, the current estimated compensation range for this role is $55,000 - $65,000. Compensation may vary for candidates in other locations within the United States.

Schedule

Join our team and positively impact thousands of ASI customers around the world!

Contact

If you or someone you know may be interested in this position, please have them apply here.