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Employer: Stang Decision Systems

Expires: 06/07/2021

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 SupportWork 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.ConfigurationConfigure 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 InstallationInstall 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.comLearn more about the company at