WBT - Tech Support Analyst I
About The Position
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. TopClass LMS by WBT Systems provides the tools for associations and training organizations to become the preferred education provider in their market, delivering value to learners at every stage of their working life. Our award-winning learning system delivers impactful professional development experiences for continuing education and certification programs and virtual conferences.
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.
- 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.
Nice To Haves
- iMIS experience preferred but not required.
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.
Benefits
- Generous Paid Time Off
- Medical, Dental, and Vision Insurance
- Life and AD&D Insurance
- Flexible Spending Account
- Healthcare Savings Account
- Wellness Benefits
- 401k Retirement Plan with Discretionary Match
- Opportunities for Professional Growth and Development
- Volunteer Time Off
- Study Leave
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
