Client Support Analyst at Ascentis
Cincinnati, OH, US
EOE STATEMENT We 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

Our Client Support Analysts work with the established Ascentis client base and provides ongoing support as our clients utilize our various HCM/WFM products to perform many functions critical to their organization’s success and functionality. As a Client Support Analyst, you will to provide unsurpassed customer support to the ever-changing needs of our clients. The support they provide varies from simple explanation all the way to complex analysis of system function. Centered around our cultural norms, the team focuses on critical thinking, problem solving and communication to crush goals and excel personally and professionally.

Cultural Norms:

 

What is a day in the life for our Client Support Analyst?

Our Client Support Analysts are a significant part of what keeps Ascentis running. They have a high intensity day, and you will often find yourself looking at the clock finding it hard to believe the day is already over. Ultimately, you are focused on:

  • Delivering exceptional, first line support regarding product functionality or issues to new and established Ascentis clientele via phone and email – you are the client’s advocate for success!
  • Executing problem recognition, research, resolution and follow up to customer inquiries and problems, escalating as appropriate
  • Collaborating with a team of client support analysts, technical support representatives, quality assurance and developers, to provide quick and professional response to escalated programming issues.
  • Client Training in the form of a phone call, Zoom meeting, written documentation, or webinar is provided to clients as needed.
  • Participating in special projects such as planning for year-end, documentation for Communities (on-line portal), presentations, and training.
 
POSITION REQUIREMENTS

What are we looking for in a candidate?

  • Bachelor’s Degree preferred or equivalent relevant experience
  • Prior customer support/service experience with desire to exceed customer expectations
  • Workforce Management (WFM) system experience preferred
  • A great attitude - You are the face of Ascentis and provide superior customer service skills, along with a proactive, positive attitude
  • Excellent written communication, verbal communication, active listening and presentation skills
  • Strong organizational, analytical, priority setting and time management skills – you have the ability to work on many projects at a time
  • Self-starter and ability to think “outside the box”
  • Ability to work under pressure in a fast-paced, ever changing environment
  • Passionately collaborate to achieve best results
 
LOCATION Cincinnati  
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!