WBT - Tech Support Analyst I

Melbourne, Australia (Remote)

About us

Advanced Solutions International is a global software company focused on helping not-for-profits and membership organizations grow revenue, reduce expenses, improve performance, engage and serve members and donors through innovative software solutions. Our portfolio of products includes the iMIS Engagement Management System, TopClass Learning Management System, OpenWater Application and Review, and Clowder Mobile. Together, we help our clients achieve great things.

About our position

This position provides technical expertise to TopClass resellers and end users in the form of technical support and documentation. A great Tech Support Analyst is a confident multi-tasker who is comfortable engaging with customers to solve their support queries and build excellent client relationships. You will be the TopClass customers advocate internally and will always seek to fully understand customer issues in order to take action in resolving them. TopClass LMS by WBT Systems provides the tools for associations and training organizations to become the preferred education provider in their market, delivering value to learners at every stage of their working life. Our award-winning learning system delivers impactful professional development experiences for continuing education and certification programs and virtual conferences.

What you'll be doing

• Provide technical support to resellers via phone and email.
• Work closely with support, services, QA and R&D Teams to communicate customer requirements and ensure timely resolution of support queries.
• Document and report SMRs, including bugs and enhancements.
• Contribute technical articles and help with tips to on-line resources.
• Function as an expert for a particular product to the support staff and company.
• Maintain the technical support working environment, including database setup, restores, loading client data, etc.
  Perform other job-related duties and responsibilities as may be assigned from time to time.

What we want you to have

• Bachelor's degree in information technology, computer science or related field, or equivalent experience.
• 2+ years of technical support experience, preferably supporting business applications software.
• Strong technical background.
• iMIS experience preferred but not required.
• Proficient in Windows and Windows NT, as well as various software applications.
• Demonstrated problem-solving and crisis management skills.
• Strong conceptual and analytical skills with the ability to work as an effective member of a team.
  Excellent communication skills are a must.

What we offer

At ASI, we've forged an employee-first culture, fostering a dynamic and cohesive environment where collaboration thrives, and continuous improvement is our focus. Over the past 30 years, we've established a solid foundation for long-term success by empowering our team to challenge the status quo and driving positive change by encouraging new ideas, fresh perspectives, and positive attitudes. We recognize that every employee can make a meaningful impact, and we're committed to investing in our people and providing opportunities for professional development and career advancement. In addition to a competitive base salary and bonuses for eligible positions, we offer the following employee benefits:

• Wellness Benefits
• Opportunities for Professional Growth

and Development
- Flexible Remote Work

• Volunteer Time Off
• Study Leave
• Employee Assistance Program

Join our team and positively impact thousands of ASI customers around the world

ASI provides equal opportunities to all employees and qualified applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender perception or identity, marital status, disability, veteran status, or any other legally protected category. Applicants requiring accommodation in the application and/or interview process should notify the ASI Human Resources Department at .

If you or someone you know may be interested in this position, please have them apply here .