Technical Product Support Analyst

$50,000 - $55,000/Yr

Advertising Specialty Institute - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Printing and Related Support Activities

About the position

The Technical Product Support Analyst at ASI plays a crucial role in providing product support and training to distributors and suppliers in the promotional products industry. This position focuses on helping clients effectively utilize electronic and digital products to enhance their business operations. The role requires a blend of technical support skills and customer service expertise, ensuring that clients receive timely and accurate assistance while promoting self-service solutions.

Responsibilities

• Responding timely, proactively and accurately to incoming telephone calls, chats, web requests and email inquiries.
• 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 Platform (Web, CRM, Orders, Mobile, Websites), and ESPOnline, 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 call resolution goals.
• Handling escalated issues and resolving as many as possible before referring them to a Senior Product Support Analyst or to management.
• Instructing members on installation of basic hardware and software via the telephone, internet and written instructions.
• Offering assistance and explaining the benefits of ASI membership after identifying up-sell and new business opportunities.
• Identifying demand for new product features and submitting recommendations to the Management team.
• Other duties as assigned by manager.

Requirements

• High School/GED equivalent
• Technical school certification preferred
• 2-3 years Technical Support or Customer Service Call Center experience required.
• Proven ability to complete accurate data entry
• Professional phone demeanor required.
• Bi-lingual skills are a plus.

Benefits

• Paid parental leave
• Paid holidays
• Health insurance
• On-site gym
• Dental insurance
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• 401(k) matching
• Childcare