Technical Product Support Analyst

Advertising Specialty Institute • Trevose, PA

1d • $50,000 - $55,000 • Hybrid

About The Position

ASI is seeking a Technical Product Support Analyst to join their 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. ASI is the largest global provider of technology B2B services for the promotional products industry. ASI currently has a hybrid work model. This position requires in person attendance at our office in Trevose, PA on Tuesdays & Wednesdays.

Requirements

• High school diploma or GED equivalent required.
• 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.

Nice To Haves

• Technical school certification preferred.
• Experience with QuickBooks or similar financial software preferred.
• Bilingual skills are a plus.

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.

Benefits

• Medical, Dental, and Vision coverage, available on day one of employment.
• 12 weeks 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED