Position Overview

ASI seeks a full-time Customer Success Network Analyst. The ideal candidate is a proactive, self-starting problem solver who takes ownership of customer issues, delivers exceptional service, and thrives in a fast-paced support environment. This is a growth-oriented role for someone eager to expand their technical skills, adopt new tools and technologies, and advance their career as our products and infrastructure evolve.

Key Responsibilities

Front-Line Customer Support

• Provide front-line support to customers by answering inbound support calls and tickets, resolving server-related questions in a timely and professional manner.
• Research and deliver solutions or guide customers in proper system usage via phone, remote desktop tools, and ticketing systems.
• Build strong relationships with customers and internal stakeholders to support ongoing service excellence.

Networking & Troubleshooting

• Accurately identify, document, and troubleshoot networking issues reported by users of hosted ASI software, as well as workstation, printer, and scanner setup and configuration.
• Accurately identify, document, and troubleshoot networking issues related to ASI software applications.
• Log into remote servers and use system tools to shadow customer sessions for enhanced troubleshooting.

Documentation & Collaboration

• Maintain accurate, timely documentation of customer interactions and case resolutions using internal support tools.
• Collaborate with internal departments to escalate issues and ensure timely resolution.
• Stay current on ASI server configurations, updates, and best practices through continuous learning.

Systems & Leadership

• Microsoft Active Directory management for both in-house and customer systems.
• Mentor and guide junior members of the Customer Success Networking team, fostering a culture of continuous learning and improvement.
• Participate in on-call rotation.
• Perform other duties as assigned by management.

Key Expectations

• Customer-First Communication: Deliver consistently excellent customer service, communicating clearly and professionally over the phone, via remote tools, and in person.
• Ownership Mindset: Be a self-starter who takes full ownership of customer issues — driving troubleshooting, escalation, and follow-through to resolution while keeping customers informed at every step.
• Professionalism Under Pressure: Uphold a high level of professionalism, empathy, and patience in all customer- and internal-facing interactions, even during high-impact incidents.