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.

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.