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.

The position is based in our Indianapolis headquarters. If our collaborative, energetic environment is a fit for you, we want to hear from you.  Please email your resume to jobs@angellearning.com.