Technical Product Support Analyst

ASI currently has a hybrid work model. This position requires in person attendance at our office in Trevose, PA on Tuesdays & Wednesdays.

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.

The salary range for this position is $50,000 - $55,000.

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:

• 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.