Technical Product Support Analyst

Advertising Specialty Institute; Philadelphia (Philadelphia County); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

Paid maternity and paternity leave

Onsite daycare and family support

Job summary

Advertising Specialty Institute (ASI) is seeking a Technical Product Support Analyst in Trevose, PA for a hybrid, full-time role. You will train distributors and suppliers on electronic and digital products, troubleshoot issues, and promote self-service resources to help businesses grow.

The role requires 2–3 years in technical support or customer service, strong communication, and data-entry skills. QuickBooks experience is a plus, bilingual skills are beneficial, and the salary range is

Qualifications

• 2-3 years of technical support or customer service call center experience.
• Professional communication across phone, chat, and email.
• Proven ability to complete accurate data entry.
• Bilingual skills are a plus.

Responsibilities

• Respond to telephone, chat, and email inquiries with timely, proactive, and accurate support.
• Promote self-service materials during interactions and provide training on products.
• Offer members comprehensive guidance and recommendations for new and existing products.
• Train members to use search tools, print materials, software, ESP and ESP+ platforms, and walk them through usage.
• Prioritize inquiries to achieve first-contact resolution and escalate when needed.
• Identify demand for new product features and submit recommendations to Management.
• Other duties as assigned by manager.

Skills

Technical Support

Customer Service

Data Entry

Bilingual

Education

High school diploma / GED

Technical school certification

Tools

QuickBooks

Job description

ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients' success every step of the way.

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.

ASI offers full-time employees a comprehensive benefits package including:

• Medical, Dental, and Vision coverage, available on day one of employment.
• 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).
• Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.

Take this opportunity to join our successful team! EOE m/f/d/v. ASI is an equal opportunity employer, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Diversity makes us better. Check out ASI's Diversity and Inclusion Blog Posts.