WBT - Tech Support Analyst I

This role provides technical support and documentation for TopClass LMS to resellers and end users, serving as a product expert and customer advocate. The focus is on resolving inquiries, building strong client relationships, and contributing to online resources.

Responsibilities

• Provide technical support to resellers via phone and email.
• Collaborate with the support, services, QA, and R&D teams to relay customer requirements and ensure timely resolution of inquiries.
• Document and report SMRs, including bugs and enhancements.
• Contribute technical articles and tips to online resources.
• Serve as a subject matter expert for a specific product to the support staff and the wider company.
• Maintain the technical support environment, including database setup, restores, and loading client data.
• Perform other job-related duties as assigned.

Requirements

• 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 and problem-solving abilities.
• 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 effectively in a team.
• Excellent communication skills are essential.

Technologies

• TopClass LMS
• iMIS
• Windows
• Windows NT

Benefits

• Generous Paid Time Off
• Medical, Dental, and Vision Insurance
• Life and AD&D Insurance
• Flexible Spending Account
• Healthcare Savings Account
• Wellness Benefits
• 401k Retirement Plan with Discretionary Match
• Opportunities for Professional Growth and Development
• Volunteer Time Off
• Study Leave
• Employee Assistance Program
• Hybrid Remote Work

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 includes the iMIS Engagement Management System, TopClass Learning Management System, OpenWater Application and Review, and Clowder Mobile.

About Our Position

This position delivers technical expertise to TopClass resellers and end users through support and documentation. A capable Tech Support Analyst handles customer inquiries, builds strong client relationships, and advocates for TopClass customers internally to resolve issues. The role centers on fully understanding customer concerns to take actionable steps toward resolution.

What We Offer

ASI emphasizes an employee-first culture that supports collaboration, ongoing improvement, and professional growth. Over the past 30 years, the company has built a solid foundation for long-term success by encouraging new ideas, fresh perspectives, and constructive attitudes.

Compensation

Salary is determined by a range of factors including skills, experience, training, education, geographic location, business needs, and internal equity. For candidates located in Austin, TX or Alexandria, VA, the current estimated compensation range is $55,000 to $65,000 per year. Variations may occur for candidates in other locations within the United States.