ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients’ success every step of the way.
ASI currently has a hybrid work model. This position requires in person attendance at our office in Trevose, PA on Tuesdays & Wednesdays.
ASI is seeking a Technical Product Support Analyst to join our team. This role is focused on providing ASI’s distributors and suppliers with product support and training in how to use electronic and digital products to grow their businesses faster and more profitably.
The salary range for this position is $50,000 - $55,000.
Responsibilities:
- Responding in a timely, proactive and accurate manner to incoming telephone calls, chats and email inquiries, including troubleshooting member issues across calls, chats and emails.
- Promoting self-service material during support calls and emails.
- Offering members comprehensive training, guidance and recommendations related to new and existing products.
- Training members to use our search tools, print materials, software and online products, including ESP and ESP+ platforms (Web, CRM, Orders, Mobile and Websites), for quick solutions. Verbally walking members through using all products.
- Prioritizing and attending to all inquiries with friendliness and professionalism while focusing on attaining first-contact resolution goals.
- Handling escalated issues and resolving as many as possible before referring them to a Senior Product Support Analyst or to management.
- Identifying demand for new product features and submitting recommendations to the Management team.
- Other duties as assigned by manager.
Requirements:
- High school diploma or GED equivalent required.
- Technical school certification preferred.
- Experience with QuickBooks or similar financial software preferred.
- 2–3 years of technical support or customer service call center experience required.
- Proven ability to complete accurate data entry.
- Professional communication skills across phone, chat and email required.
- Bilingual skills are a plus.
ASI offers full-time employees a comprehensive benefits package including:
- Medical, Dental, and Vision coverage, available on day one of employment.
- Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
- 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
- Free Health and Wellness programs.
- Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
- Day one 401(k) with company match.
- Paid holidays, floating days, and paid time off (PTO).
- Office amenities with onsite café, Starbucks, 24/7 free gym access and classes, onsite daycare, EV charging stations, creative spaces such as our community garden club, music room, art room, and relaxation space.
Take this opportunity to join our successful team! Apply today! EOE m/f/d/v. ASI is an equal opportunity employer, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Diversity makes us better. Check out ASI’s Diversity and Inclusion Blog Posts.
Visit our company career web site at www.asicareers.com.
Skills Required
- High school diploma or GED equivalent
- Technical school certification
- Experience with QuickBooks or similar financial software
- 2-3 years of technical support or customer service call center experience
- Ability to complete accurate data entry
- Professional communication skills across phone, chat, and email
- Bilingual skills
What We Do
The Advertising Specialty Institute (ASI) is the largest media, marketing and education organization serving the promotional products industry. ASI connects suppliers and distributors through ASI’s robust industry-leading network, which boasts over 25,000 supplier and distributor members. ASI members have access to the world's most powerful promotional product network, ESP, where three out of every four promotional product searches occur. ASI is fully committed and dedicated to providing members with cutting edge interactive tools, member support, trade shows, educational information and resources that improve business efficiency, drive traffic and win sales. What is ASI’s mission? ASI bridges suppliers and distributors by providing catalogs, information directories, newsletters, magazines, websites, databases, interactive e-commerce, and robust marketing and selling tools. What are advertising specialties? Advertising specialties, also known as promotional products, are practical, entertaining or decorative products like mugs and tee shirts often imprinted with an advertiser’s name, logo, slogan or message and given away. These products are often kept by recipients for months, offering great exposure for the advertiser’s message. Featured Products: ESP Web: Source and order every promotional product in the industry from 3,500+ suppliers with ESP Web. ESP Websites: A user-friendly e-commerce enabled website solution. Choose from 100s of designs. Requires no design experience needed. Catalogs: Give clients new ideas and ways of using promo products and stay one step ahead of competitors. Magazines: ASI offers a wide range of award-winning publications to help keep your finger on the pulse of the industry. Show Booths: Display your products in front of thousands of industry distributors at three strategically timed ASI shows.
