Technical Support Analyst

Technical Support Analyst IMelbourne, Australia (Remote)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 of solutions includes the iMIS Engagement Management System, TopClass LMS, OpenWater application and review software, and the Clowder mobile app.

About our position

We are seeking a Technical Support Analyst who will deliver front-line technical assistance, ensuring exceptional client support and issue resolution. This role requires strong technical aptitude, clear communication, and an ability to manage complex problems with precision. Analysts must be extremely detail-oriented as they will contribute to documenting defects accurately, contributing to knowledge resources, and supporting product integration efforts. Success in this position depends on analytical thinking, teamwork, and a commitment to high-quality service.

What you’ll be doing

• Provide technical support to clients, AiSPs, and ASI Consultants via ticketing system and staff via Teams. This level of support and customer service is a deeper understanding of the products supported.
• Document and report defects.
• Contribute technical articles/help tips to on-line resources, installation instructions and system specific documentation.
• Contribute to the internal and/or external product integration training and documentation.
• Function as an expert for a particular product to the support staff and company. This includes transfer of knowledge to other members of the Technical Support team.
• Perform other duties and job responsibilities as may be assigned from time to time.

What we want you to have

• BS/BA in business or related field, or equivalent experience. BS/BA in business or related field or equivalent.
• 1-3+ years of technical support experience, preferably supporting business applications software, and supporting high-end equipment/applications.
• Strong technical background.
• Basic business knowledge, including knowledge of accounting principles.
• Basic technical knowledge, including knowledge of servers, networks and SQL.
• Proficient in Windows as well as various software applications.
• Demonstrated problem solving and crisis management skills.
• Strong conceptual and analytical skills with the ability to work as an effective member of a team.
• Excellent communication skills required.

What we offer

At ASI, we've forged an employee-first culture, fostering a dynamic and cohesive environment where collaboration thrives, and continuous improvement is our focus. Over the past 30 years, we’ve established a solid foundation for long-term success by empowering our team to challenge the status quo and driving positive change by encouraging new ideas, fresh perspectives, and positive attitudes.

Compensation

The compensation for this position is determined based on a wide variety of factors, including but not limited to an individual’s skill set, experience, training, certifications, education, and geographic location, as well as business needs and internal equity. A reasonable estimate of the current compensation range for this position is $65,000- $80,000 AUD.

Benefits

In addition to a competitive base salary and bonuses for eligible positions, we offer a competitive and comprehensive benefits package, which includes:

• Wellness Benefits
• Opportunities for Professional Growth and Development
• Flexible Remote Work
• Volunteer Time Off
• Employee Assistance Program
• Wellness Benefits

_Join our team and positively impact thousands of ASI customers around the world!_www.advsol.com/careers

ASI provides equal opportunities to all employees and qualified applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender perception or identity, marital status, disability, veteran status, or any other legally protected category. Applicants requiring accommodation in the application and/or interview process should notify the ASI Human Resources Department at hrdept@advsol.com.

If you or someone you know may be interested in this position, please have them apply here.