Technical Product Support Analyst at Advertising Specialty Institute in Trevose, PA

Job description

• ASI is seeking a Technical Product Support Analyst to join our team. This role is focused on providing ASI’s distributors and suppliers with product support and training in how to use electronic and digital products to grow their businesses faster and more profitably.

Responsibilities

• Responding in a timely, proactive and accurate manner to incoming telephone calls, chats and email inquiries, including troubleshooting member issues across calls, chats and emails.
• Promoting self-service material during support calls and emails.
• Offering members comprehensive training, guidance and recommendations related to new and existing products.
• Training members to use our search tools, print materials, software and online products, including ESP and ESP+ platforms (Web, CRM, Orders, Mobile and Websites), for quick solutions. Verbally walking members through using all products.
• Prioritizing and attending to all inquiries with friendliness and professionalism while focusing on attaining first-contact resolution goals.
• Handling escalated issues and resolving as many as possible before referring them to a Senior Product Support Analyst or to management.
• Identifying demand for new product features and submitting recommendations to the Management team.
• Other duties as assigned by manager.

Requirements

• Hours will be Monday – Friday, 9:30AM-6PM (subject to change).
• High school diploma or GED equivalent required.
• Technical school certification preferred.
• Experience with QuickBooks or similar financial software preferred.
• 2–3 years of technical support or customer service call center experience required.
• Proven ability to complete accurate data entry.
• Professional communication skills across phone, chat and email required.
• Bilingual skills are a plus.

Skills

Required

• Technical support
• Customer service
• Call center experience
• Data entry

Preferred

• QuickBooks or similar financial software
• Bilingual skills

Benefits

• Medical, Dental, and Vision coverage, available on day one of employment.
• Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
• 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
• Free Health and Wellness programs.
• Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
• Day one 401(k) with company match.
• Paid holidays, floating days, and paid time off (PTO).
• Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.
• The salary range for this position is $50,000 - $55,000.