What are the responsibilities and job description for the Analyst, Technical Support position at American Welding Society Inc?
Position Summary
The Analyst, Technical Support serves as a dedicated resource for facilities using WeldCert Pro, the online system that supports our facilities and welders, providing technical assistance, onboarding support, and ongoing program guidance to ensure successful adoption and utilization of the platform. This role acts as a primary point of contact for facility users, helping troubleshoot issues, and optimize use of WeldCert Pro in support of welding qualification and certification workflows.
Essential Duties and Responsibilities
• Serve as a primary support contact for facilities using WeldCert Pro, responding to inquiries related to system use, workflows, troubleshooting requests, and technical guidance.
• Provide ongoing guidance to new and existing WeldCert Pro customers, including walkthroughs, demonstrations, and training support.
• Troubleshoot user issues related to WeldCert Pro functionality, data entry, and reporting; escalate system defects or enhancement requests as appropriate.
• Provide support with technical or program-related questions as it relates to codes, standards, and specifications.
• Support sales and business development efforts by providing program knowledge, participating in customer calls or walkthroughs.
• Help identify customer needs and opportunities for future WeldCert Pro features, modules, or related AWS products.
• Support continuous improvement initiatives related to customer experience, support workflows, and program efficiency.
• Perform other duties as assigned.
Supervision Exercised
None
Qualifications & Requirements
• Associate’s degree with two or more years of experience in program support, customer support, technical services, or a related administrative role.
• Excellent written and verbal communication skills.
• Strong customer service orientation with the ability to explain technical or program requirements clearly and professionally.
• Knowledge of welding, welder qualification, certification programs, or technical standards and codes is strongly preferred.
• CWI, SCIW, or welding engineer preferred.
• Experience working with web-based platforms, databases, CRM tools, SharePoint, and Microsoft Office.
• Bilingual (English and Spanish) is a plus.
Working Conditions and Physical Requirements
When working on site, this position is located in a quiet to moderately noisy indoor office environment. Must be able to communicate effectively, remain seated for extended periods, use standard office equipment, and lift up to 20 lbs. Reasonable accommodation may be provided to enable qualified individuals to perform essential functions.