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San Luis Obispo, California - USD Full Time Posted: Friday, 14 September 2018
Job Description

Position Overview

This position will be located in Santa Maria, CA at the AccessNsite division of American Direct Procurement, Inc. The primary product of AccessNsite is software developed to control off-the-shelf access control hardware. The product has also been integrated with many related products and technologies such as Intrusion detection, video surveillance, intercoms, and elevator control, to name a few. Functions performed for this position include support for dealers/customers who use our software and hardware, software quality assurance, product documentation, and dealer training.

Position Responsibilities

Provide front line software support to both internal and external customers for application software written by AccessNsite

Handle application software support requests arriving via Web interface, E-mail, or telephone in a prompt, courteous, and knowledgeable manner.

Evaluate user needs, define technical problems, and work with engineering/development staff to determine solutions

Accurately present customer problems in tracking system and/or meetings and offer suggestions for code changes

Recreate and troubleshoot reported problems in prior and latest software versions.

Maintain a sense of urgency in resolving customer issues and identify the root cause of the issues

Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources

Proactively follow through on customer issues to ensure customers' concerns are addressed accurately and promptly.

Carry an "On Call" support phone during off hours as required

Test new products, product features, enhancements, and fixes against product standards

Write and execute test plans and document test plan results

Create clear and concise product documentation to explain software installation, configuration, and usage.

Maintain information in all applicable software programs required for Software Support and QA departments.

Perform duties under general directions from the Manager of QA/Support

Assist with dealer training on the use of the AccessNsite access control application. Responsibilities to include assessment of training needs, preparation of course content and materials, and presentation of course content.


Strong interpersonal skills are required to interface with diverse groups such as end users, programmers, managers, and support staff

Results oriented, highly motivated and detail oriented

Reliable and exercises sound judgment

Able to work independently without strict supervision and as a member of a team

High level of energy/high sense of urgency

Strong commitment to delivering high-quality products and providing excellent service to the customer

Ability to multi-task and able to effectively handle escalations and time critical issues. Remain productive, provide solutions and meet goals in stressful situations

Aptitude for technology

Ability to cultivate customer relationships

Required Skills

B.S. Degree is preferred, though not required. Relevant work experience and/or/certifications may be substituted in lieu of a degree.

Customer relations experience including application software support

Pleasant phone manner, excellent people skills, exceptional and courteous customer-service orientation.

Experience in formal testing of application software preferred

- Experience with JIRA a plus

- Experience with Silk Test a plus

In depth knowledge of Microsoft Office

Strong analytical and problem-solving skills

Strong written and oral communication skills

Excellent organizational skills

Instructions: This checklist is attached to each job description. It assists in understanding the job demands placed on an individual when doing their assigned work and can be used to determine reasonable accommodation when requested. Use this scale to rate:

1 = Not applicable for this job.

2 = Minor - Activity or condition exists less than 20% of work time.

3 = Moderate - Activity or condition exists between 20-60% of work time.

4 = Major - Activity or condition exists 60% or more of work time.

Job Title: Application Support Technician

Job Group: Prof & Tech

Reports to: Technical Operations Manager

Physical Demand/Rating









Climbing Stairs, Ladders/1

Stooping, Crawling/1

Turning, Twisting, Bending/1


Reaching, Handling/1

Hand-Eye Coordination/1

Foot-Hand-Eye Coordination/1

Depth, Color Perception/1

Working Environment/% Time



Working Environment/Rating

Constant Cold,Heat/1


Fumes, Odors, Mist, Dust/1

Humidity 1

Unavoidable Hazards/Rating






Lighting Noise/1


Mental Requirements/Rating

Understand and carry out oral instructions./3

Read/interpret prints, sketches, layouts, specs, etc./2

Work under pressure./3

Work with minimum amount of supervision/3

Plan/schedule flow of materials or products/2

Inspect, examine and observe for mistakes or defects/2

Plan/Coordinate work activities/3

Read and carry out written instructions./4

Provide analysis and prepare detailed records/4

Work rapidly for long periods./3

Set up and operate machine/tools./1

Compute, problem-solve & make calculations./3

Specialized knowledge of processes./4

Work as a member of a team./4

Company Description For more than 25 years, American Direct Procurement, Inc., DBA American Direct, has been one of the nation's leading providers of architectural doors, frames, and hardware for commercial new construction, renovation and remodel. American Direct has earned a stellar reputation for end-to-end service, product expertise, a deep network of industry partners, and an extensive national footprint of engineering offices, sales offices, and regional service centers.

With its acquisition of AccessNsite access control solutions, American Direct has positioned itself as the only company in the industry fully combining Division 8 and Division 28 expertise to provide totally integrated 8/28 safety and security solutions at the door opening

San Luis Obispo, California, United States of America
9/14/2018 3:39:20 PM

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