Technical Product Support Analyst - Advertising Specialty Institute
Philadelphia, PA
About the Job
ASI is the largest global provider of technology B2B services for the $26.1 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. All employees, who live within a one-hour commuting distance, are required to work onsite on Tuesdays & Wednesdays.
In this role, you will provide 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 role is $50,000 - $55,000
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.
ASI offers 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! Apply today! 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.
Visit our company career web site at www.asicareers.com.
