Customer Care and Technical Support Analyst

ACD Systems International, Inc.

September 17, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at

Job Category: 
Job Specialization: 
Software Development
Company Overview: 

ACD Systems develops and markets digital imaging and technical illustration software for a worldwide audience. As a successful player in these rapidly expanding markets, ACD Systems is currently seeking applications for a Customer Care and Technical Support Analyst.  This is a 3 month term position.

Job Summary: 

Customer Care and Technical Support Analyst-Contract (3 months)


  • Provides courteous, professional front-line technical support services to ACD customers.
  • Gathers information to analyze and solve problems in an efficient manner.
  • Recognizes and provides solutions to common customer problems and inquiries.
  • Tracks and enters incoming customer contacts, utilizing a CRM database system.

Key Competencies

  • Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skilful questioning to draw out the information.
  • Investigating and documenting workarounds and solutions for software usage issues reported by customers, including writing knowledgebase articles.
  • Oral/Written Communication: Able to express oneself clearly in conversations and interactions with others both orally and in written communications.

Essential Duties and Responsibilities

  • Provide timely, accurate, and up to date answers to inquires from our registered users and potential buyers of our software products. These inquires may come via phone, email or as postings to our public online forums. Inquires may require troubleshooting technical problems, as well as product information, software updates, software upgrades.
  • Evaluate, and prioritize all incoming contact from ACD customers experiencing problems with our software products.
  • Interact directly or indirectly with our customers in a troubleshooting process to collect detailed information related to problem(s) the end-user is experiencing with ACD Systems software products. Guide the customer through diagnostic procedures to determine the source of errors or issues.
  • Log and track all incoming customer contact using our internal database system and maintain customer history records and related documentation.

Knowledge, Skills, and Abilities

  • Ability to gain and retain product knowledge through hands on experience.
  • Solid analytical and investigative skills.
  • Excellent communication skills, in both written and verbal form.
  • Ability to establish and maintain effective working relationships with all internal and external stakeholders.
  • Outstanding organizational skills with an ability to work under time constraints.
  • Possess an inherent interest in the cutting edge technologies Customer Support is exposed to.


  • Experience with various operating systems, databases, and software programs.
  • 3+ years of experience with the provision of technical / IT support services.
  • Minimum of a certificate or diploma in a related technology program or equivalent experience (e.g. COMPTIA A+, MSCE)
How To Apply: 

We recognize the value of diversity in our workforce and encourage all qualified candidates to apply. Only selected candidates will be contacted for an interview.

Apply for this position online or email your resume and cover letter to