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Technical Support Analyst - Integrated Design, Inc. - remotely or in Ann Arbor, MI

Integrated Design, Inc. (IDI) seeks to add another highly qualified specialist, a Technical Support Analyst, to their team. Applicants have their choice of working in Ann Arbor, Michigan or remotely. Are you a self-motivated individual who enjoys an autonomous environment? Are you analytical, good at figuring things out yourself, and function best in a variety-filled workplace handling spontaneous issues as they arise? This Technical Support Analyst (TSA) position will inspire and reward a conscientious person like you!

The TSA responsibilities span a broad range of client-facing functions including trouble shooting, product reconfiguration, and product training. A Technical Support Analyst provides front line technical support to resellers and end-users on a variety of issues and IDI products. A typical day includes responding to telephone calls, email, and requests for technical support which may require product configuration changes. This role is critical in providing a high-quality product and exceptional client service.

COMPENSATION/BENEFITS. $50,000 – 70,000 annually based on your experience in addition to a comprehensive package of benefits including medical, dental, prescription drug and flexible spending account; paid holidays, paid vacation, paid sick time; and 401(k) retirement plan with employer match.

RESPONSIBILITIES OF THE TECHNICAL SUPPORT ANALYST.

Technical Support
  • Work with a small team of support staff, performing all aspects and levels of technical support. This includes Tier 1 frontline support for direct sale clients, and Tier 2 support for our reseller channels.
  • New TSAs will play an active role in Support Triage and gather critical information when opening new cases.

Configuration
  • Configure and reconfigure software using standard IDI tools, as assigned.
  • Review, analyze, and evaluate client-provided requirements and IDI-provided technical design documents in order to provide the best support experience for the end-user. Initially, the TSA relies on instructions and pre-established guidelines to perform tasks. With additional training and experience, a certain degree of creativity and latitude is encouraged.

Product Training and Installation
  • Install IDI software (both cloud and locally installed versions).
  • Setup/configure integration components to connect different parts of the solution. This may involve manipulating and/or importing data from other sources or making on-the-fly configuration changes.
  • Train new end-users to use IDI software; this is done remotely via screen-sharing software.

WHAT YOU NEED TO BE SUCCESSFUL AS THE TECHNICAL SUPPORT ANALYST.
  • Experience with data retrieval, analysis, manipulation and transformation.
  • Experience implementing and/or supporting enterprise-grade software solutions; preferably time and attendance, payroll, accounting, point of sales, or HR-related software applications.
  • Experience in data analysis for support & troubleshooting which should include text files and databases.
  • Experience with technical writing. This can include writing technical summaries of client issues, client-specific support documentation, technical specifications, user guides, or training documentation.
  • Software QA or testing experience is a plus.
  • Ability to communicate clearly, effectively, and in a collaborative manner with co-workers, vendors and clients.

SOUND LIKE YOU? Take the next step and apply online at idi.hirescore.com

Learn more about the company at idesign.com