Support Analyst

RESPONSIBLE FOR:

• Providing application support to customers to build and maintain a high level of customer trust and confidence.
• Managing support tickets through an electronic call tracking and management system, which includes communicating the problem resolution and status to the customer in a factual, professional, timely, and consistent manner.
• Applying creative skills and advise the customer on best practices for accomplishing their particular objective within the product’s framework. 
• Creating and maintaining knowledgebase articles that serve as resources for customers seeking solutions.  Document issue resolutions to expand internal source of knowledge.
• Searching for ways to alleviate customer support issues.  Providing input to product development for enhancements based on customer feedback.  May develop end user documentation materials.
  

EDUCATION and TRAINING:

• Bachelor’s degree preferred, minimum of Associates Degree with 1-2 years’ related experience and/or training.
• Solid software and technical skills, with an emphasis on web applications support.
• Experience in Microsoft internet and relational database technologies preferred (SQL Server, IIS, ASP, ASP.Net).
• Background in teaching and learning or instructional design is a plus.

SPECIALIZED KNOWLEDGE and SKILLS:

• Highly results-oriented with an ability to meet deadlines.
• Effective organizational, listening and decision-making skills.
• Personable and friendly possessing excellent communication (both oral and written) and problem-solving skills.
• Ability to prioritize and manage multiple tasks. 
• Ability to triage, negotiate and resolve customer issues.

This position is based in our Indianapolis headquarters. If you want to join one of Indiana’s Best Places to Work, send your resume to jobs@angellearning.com today.  Please include the title of the position you are applying for in the subject line of your email.