At ASC we know that the mixture of experience, skills, and attitude are key ingredients in making a team succeed so we need the right people on board.
We value diversity in all its forms, including diversity of experience. It's been shown that people in underrepresented groups may only apply for a role when they meet all the role criteria, but if you think you have what it takes then apply anyway and let's see where it goes!
Who are we and what's our purpose?
Author-it Software Co. (ASC) is a world leading provider of on-premise and cloud-based products for authoring technical publications, e-learning and pharmaceutical information.
As a Senior Technical Support Analyst at ASC, you'll be at the forefront of ensuring our customers receive exceptional support for our products and services. You'll play a critical role in resolving complex customer issues, adhering to industry standards such as ITIL and ISO 20000, and contributing to our continuous improvement initiatives.
What you'll focus on
Complex Issue Resolution: Handle and resolve complex customer issues escalated from Level 1/Tier 1 support using advanced troubleshooting techniques.
SLA Management: Ensure all issues are resolved within agreed service level agreements (SLAs) to maintain high customer satisfaction.
Analytics & Reporting: Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process. Generate and analyze reports to inform continuous service enhancements.
Case Management: Use Zendesk/Atlassian to track, manage, and resolve customer cases, maintaining accurate and detailed case records for every interaction.
Customer Interaction: Provide exceptional customer service, ensuring a high level of satisfaction. Follow up with customers to confirm issue resolution and gather feedback.
Cross-functional Collaboration: Work closely with Level 3 support, engineering, and product management teams to resolve complex issues. Escalate unresolved cases and ensure timely follow-up and resolution.
Continuous Improvement: Participate in regular team meetings, suggest and implement process improvements, and contribute to enhancing overall service efficiency.
Professional Development: Engage in ongoing training and professional development opportunities to stay current with industry standards and best practices.
What you'll bring to the role
Previous experience with Docuvera and/or Author-it is highly desirable.
Minimum of 5+ years of experience in remote client support, with a proven track record of delivering exceptional service.
3+ years of hands-on experience in IT support within enterprise application software/SaaS companies, preferably in the Life Sciences or Technical Writing industries.
Exposure to Document Management Systems such as OpenText, Documentum D2, Veeva Systems, etc., is advantageous.
Proficiency in software applications in Windows and web-based environments.
Strong adaptability to new or changing circumstances.
Collaborative mindset with a low-ego, proactive approach.
Results-oriented with a focus on promoting business success.
Professional and effective communication skills, both verbal and written.
Experience operating within SLAs in a client-facing role in a production environment.
Familiarity with cloud computing concepts, APIs, integrations, and common web technologies.
Knowledge of database management and querying.
You'll have these certifications or qualifications
A college diploma or university degree in computer science, or equivalent work experience.
Certifications in ITIL, CompTIA A+, or CompTIA Network+ are highly desired.
How We Do Things Here
We delight our customers
We focus on solutions
We act with integrity
We nurture growth
We put people first
Of the many qualities our diverse global team have, one that stands out is our passion for what we do. We take pride in our work and we are constantly learning and adapt to try new things or take on a different perspective. We enjoy and thrive in our rapidly changing environment, which requires flexibility and self-discipline.
Why ASC is an awesome place to grow your career
offering a digital first, fully flexible working style
having modern tools and systems
relaxed office hubs in some countries, stocked with free drinks and snacks
offering extra paid time off for year end closedown and your birthday (with unlimited PTO in the USA)
rewarding our long serving people with long service leave
engaging everyone in reward and recognition programs
access to various wellbeing platforms
a focus on personal growth, including dedicated 'tools down' personal development time
in the USA, we offer fully funded health benefits, like dental and medical
all within in a diverse, supportive, and inclusive global community.
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