Product Support Analyst    

Lorton Data is currently hiring for the position of Product Support Analyst.  We are looking for a self-motivated, independent, analytical, detail-oriented, technical person who is great on the phone and is comfortable assisting customers with questions regarding the use of software. 

If you enjoy working with customers, have an aptitude for understanding complex systems, and take pride in a job well done, we would love to talk to you.

We offer competitive compensation and an excellent benefit package including:

  • Paid Time Off (PTO) Plan
  • Health insurance
  • Dental insurance
  • Short and long-term disability
  • SIMPLE Retirement Plan
  • Pretax Plan for medical and dental insurance premiums
  • Tuition Reimbursement

Responsibilities Include:

  • Regular work schedule is 10:30 am – 7:00 pm, Monday – Friday
  • Handle incoming questions via phone calls, emails, and internet live chats to support our software and services
  • Instruct customers on how to use our software and services in a one-to-one format
  • Prepare incoming customer data files for processing and verify customer data is correctly formatted
  • Perform a variety of data quality checks
  • Monitor job processing status and communicate issues to internal and external customers
  • Use a variety of software tools to process and output data to customer specifications
  • Prepare and send output documentation and files to customers
  • Create and update internal customer and procedure documentation
  • Perform filing, reporting, and software updating functions on a periodic basis
  • Participate in special projects
  • Identify opportunities for process improvement
  • Quickly detect and push to fix technical problems, assertively cutting through issues
  • Expected to be available to respond to phone calls, emails, and live chats from 10:30 am until 7:00 pm Monday - Friday, except during lunch and breaks. Work with team members to ensure coverage and determine appropriate times for lunch and breaks.
  • Perform other duties as assigned

Skills, Education and Experience Required:

  • One year of experience working in a product support or customer service role in an office setting
  • High school diploma required; advanced education preferred
  • Experience working with databases, Excel, Outlook, Word, and Windows
  • Typing 30 wpm minimum
  • Excellent customer service skills
  • Excellent written and oral communication skills
  • Must project a professional image on the phone and in person
  • Good organizational skills with strong attention to detail
  • Ability to manage multiple priorities in a fast-paced environment
  • Comfortable working with a continually changing product within a dynamic industry
  • Energized by challenges - analytical with good problem-solving ability
  • Aptitude for understanding complex systems
  • Comfortable troubleshooting software and hardware issues and communicating details of problem with Software Development and IT when necessary
  • Enjoy working on a team
  • Self-managing individual and independent learner

Skills and Experience Desired:

  • Experience in the Direct Mail industry
  • Experience working with MS-DOS

To apply, please send resume and salary requirements to:

      Lorton Data - Human Resources
      2 Pine Tree Drive Suite 302
      Arden Hills, MN 55112