Customer Support Representative, Software
About The Position
ASI Computer Systems is seeking a Customer Support Representative, Software to join our Support team. In this role, you’ll assist customers via phone, email, and chat, helping them resolve support-related questions on our software solutions with professionalism and problem-solving skills. ASI Computer Systems has been an integral part of the advertising specialty industry since 1978. We understand the fundamental differences between promotional product suppliers and distributors. Our team has leveraged this industry expertise, along with our partnership with ASI—the leader in information and advertising solutions—to develop ASI SmartBooks, an efficient business management solution tailored to our customers’ needs.
Requirements
- Associate’s degree in Accounting or a related field.
- Minimum of 2 years of customer service or call center experience, preferably within a software-based environment.
- Experience supporting accounting software platforms a plus.
- Experience using helpdesk ticketing systems and knowledge base tools.
- Proficiency with Microsoft Word, Excel, and Outlook.
- Strong ability to multitask effectively in a fast-paced, professional environment.
- Enthusiasm for helping customers and solving problems.
- Ability to stay focused, calm, and positive when handling challenging customers or complex issues.
Responsibilities
- Respond promptly and accurately to inbound and outbound customer inquiries via phone, email, chat, and fax, in accordance with department standards.
- Deliver friendly, professional, and proactive customer support while managing multiple requests efficiently.
- Provide clear guidance and recommendations for both new and existing products.
- Research, troubleshoot, and resolve customer issues using available tools while meeting performance and call metrics.
- Resolve inquiries whenever possible before escalating to advanced support levels.
- Record and update detailed tracking and customer inquiry notes in the appropriate databases during or immediately following interactions.
- Assist with updating and creating technical support documentation, including user manuals.
Benefits
- Medical and Dental coverage, available on day one of employment.
- Flexible Spending Account (FSA) programs.
- Quarterly wellness rewards program.
- Free access to UnityPoint Health Employee Assistance Program.
- 401(k) with company match.
- Colonial Life Voluntary Benefits.
- Paid holidays, floating holidays, and paid time off (PTO).
- Volunteer comp time match up to 1 hour per month.
- Tuition assistance program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
