Technical Support Analyst

RESPONSIBLE FOR:

• Providing technical 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 advising customers on best practices for accomplishing their particular objectives within the product’s framework. 
• Creating and maintaining knowledgebase articles that serve as resources for customers seeking solutions. 
• Documentinmg 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 technical or programmer documentation materials.
• Perform technology specific consulting for customers.

EDUCATION and TRAINING:

• Minimum of Associates Degree
• Solid software and technical skills, with an emphasis on web applications. 
• Experience with Microsoft server technologies, IIS, SQL Server, HTML, ASP, VB 6.0, ASP.NET, C#.
• Interest in highly available network configurations including load balanced web servers and SAN disk storage.

SPECIALIZED KNOWLEDGE and SKILLS:

• Highly results-oriented.
• Honed organizational, decision-making and communication skills.
• Excellent communication (both oral and written) and problem-solving skills.
• Must possess effective listening skills.
• Ability to prioritize and manage multiple tasks. 
• High technical aptitude and ability to learn technologies.
• 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.