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Title

Technical Support Engineer 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

The Ascentis Technical Support Engineer requires someone who is outgoing, has excellent written/verbal communication skills, and enjoys working as part of a team and willing to absorb Human Resource processes while utilizing their technical skills. Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting, testing experience, task management skills, and root cause analysis abilities. We are looking for candidates that have a natural curiosity, desire to learn and takes pride in the ability to confidently make high level recommendations to clients. The Ascentis HR Support team delivers best-in-class service to Ascentis’ new and existing clients, supporting HR leaders from some of the US’s top small and mid-sized businesses. As a member of the team you would answer clients’ questions about Ascentis HRIS system functionality, strategies to maximize the ROI on their investment in Ascentis, and collaborate with development and QA to troubleshoot technical issues. Our goal is to exceed our clients’ – and our own – expectations by providing the best customer support in the human capital management industry. Centered around our cultural norms, Ascentis is growing quickly, and we need smart, dedicated people to help us redefine our approach to serving our clients.

Cultural Norms:

What are the general responsibilities of the position?

  • Resolve client questions on a range of issue from technical questions to system functionality.
  • Record all client interactions in Ascentis’ customer relationship management system, so that we can track turnaround time and quality of response.
  • Strive to resolve all client questions quickly and thoroughly.
  • Aggressively pursue product and domain expertise, such that you are able to handle an ever-increasing percentage of client questions independently.
  • Handle complicated product issues on behalf of clients independently, marshaling needed resources from across Client Success and the company, and seeing the issue through to full resolution.
  • Serve as a liaison between Ascentis Clients and Ascentis Product Management and Product Development
  • Demonstrate sophisticated client communication skills.
  • Display strong communication with partners within Client Success and across Ascentis to ensure the best possible client outcomes.
  • Contribute to the Client Success team in the form of tools, templates and other means of improving our quality and productivity.
 
Position Requirements

What are we looking for in a candidate?

  • 2+ years of experience in Software and Database support required
  • Working knowledge of MS Windows Server, SQL Server, Active Directory preferred
  • Experience with Human Capital Management software preferred
  • Excellent written communication, verbal communication, active listening and presentation skills
  • Strong organizational, analytical, priority setting and time management skills
  • Collaborative problem solver and readily shares knowledge
  • Ability to work on many projects at a time
  • Self-starter and ability to think “outside the box”
  • Ability to work under pressure and thrives in a fast paced environment
  • Ability to project a positive, diplomatic and professional service attitude
 
Location Minneapolis  
About the Organization The Ascentis mission is to create innovative products that are easy to use for the often under-served mid-market that cover the full Human Capital Management (HCM) suite. This full suite approach combined with an amazing team equals success!





We at Ascentis firmly believe that a product is only as good as the people behind it. Whether it's platform development, technology maintenance, client support, product management, sales or operations, all of our employees see the direct impact of their work. As a leader and one of the fastest growing 'Software as a Service' (SaaS) companies in the Human Capital Management space, Ascentis focuses on hiring talented and motivated people from diverse backgrounds. If you want to channel your ambition and drive for success, you belong with Ascentis!





Ascentis has grown tremendously over the last 3 years. Recently, we announced a majority recapitalization by global growth equity investor Summit Partners. Summit invests across growth sectors of the global economy and has invested in more than 440 companies in technology, healthcare, life sciences and other growth industries. These companies have completed more than 140 public equity offerings. So, needless to say, we are all extremely excited with where we are headed!







 
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