Under direction, provides analysis of system problems, support activities, and documentation. All customer support personnel must be able to professionally represent ASCI in interactions with clients, from management to end-users, to provide both remote and on-site support.

A Bachelor’s Degree or equivalent experience, and 2-4 years of related work experience.

Provide an interface point for ASCI customer support activities. Respond to user calls concerning reported support issues. Effectively communicate with ASCI management, customers, end-users, other customer support staff and systems development personnel, concerning application development, testing and support issues. Document/research reported customer support issues. Determine status of support issues and escalate issues according to established policies and procedures. Follow-up support issues through resolution. Analyze client production systems including data and system operations. ASCI client systems may include multiple hardware and software platforms. Monitor client production processing; perform production maintenance as directed by clients and ASCI management. Provide direction for support specialists. Create/revise support documentation. Be available to provide on-call support outside of normal working hours. Other duties as assigned.