Product Support Analyst

The Product Support Analyst provides exceptional, human centric technology support and analysis for our products. This role involves collaborating closely with customers, development teams, stakeholders to identify, troubleshoot, and resolve product-related issues efficiently. The ideal candidate will have a strong understanding of product functionalities, excellent critical thinking skills, and the ability to communicate complex technical information clearly to both technical and non-technical audiences.

Your primary responsibilities will include responding to support tickets, analyzing customer feedback, documenting issues, and collaborating with cross-functional teams to implement solutions that enhance product quality and customer satisfaction. You will also be responsible for escalating complex issues to higher-level support or specialized teams when necessary. In addition, you will contribute to the development and maintenance of technical documentation, user guides, and knowledge base articles.

The Product Support Analyst will also assist in training users and creating support materials to improve user experience. This position requires an initiative-taking approach to identifying potential product improvements and a commitment to continuous learning in a fast-paced environment. If you are enthusiastic about technology and customer service, and enjoy working in a collaborative setting, this role offers an excellent opportunity to contribute to product success and customer happiness.

The Product Support Analyst role encompasses both technical skills as well as customer care skills. To succeed in this role, you should have excellent communication and critical thinking skills, a customer-focused attitude, and the ability to work independently as well as part of a team. A background in information technology and experience using or supporting applications common in an educational environment is preferred. This position offers an exciting opportunity to work in a dynamic and challenging environment where you can develop your product skills and make a meaningful impact on the organization.

Responsibilities:

• Provide technical support and troubleshooting for product-related issues.


• Document product performance and customer feedback.


• Collaborate with to resolve issues.


• Create and maintain support documentation and training materials.


• Assist in user training and onboarding processes.


• Monitor product updates and communicate changes to stakeholders.


• Identify trends and potential improvements based on customer data.


• Respond promptly to customer inquiries and support tickets in an omnichannel environment.


• Participate in product testing and quality assurance activities.


• Maintain knowledge of industry trends and emerging technologies.


• Document technical issues and solutions in the knowledge base.


• Handle escalated customer issues and resolve them promptly.


• Escalate unresolved issues to higher-level support teams.


• Monitor ticket patterns and volume and report anomalies.


• Maintain accurate user, organization, and equipment information in the ticketing and asset management system.


• Collaborate with other to recommend improvements that improve efficiency and efficacy for our support teams.


• Train, mentor, and support other TSD staff.


• Ensure concise, clear, and regular verbal and written communication with ticket requestors for all active tickets encountered.


• Adhere to established standards by the IT organization.


• Willingness to work extra hours as needed to support seasonal trends.


• Up to 10% business travel.


• Other duties as assigned.

Qualifications:

• Bachelor’s degree in information technology, application development, related field, or equivalent work experience.


• Proven experience in product support or technical customer support roles.


• Strong problem-solving and analytical skills.


• Excellent verbal and written communication abilities.


• Familiarity with customer support software and ticketing systems.


• Proficient in the ability to mediate, counsel, and empathize with ticket requestors to ensure expectations are exceeded.


• Ability to work collaboratively in cross-functional teams.


• Knowledge of product lifecycle and software development processes.


• Attention to detail and strong organizational skills.


• Ability to manage multiple tasks and prioritize effectively.


• Willingness to learn and adapt to recent technologies.


• Ability to prioritize and manage multiple tasks with an appropriate level of urgency.


• Experience with ticketing systems such as Zendesk.


• Experience in working with an omnichannel contact center including calls, emails, chats, & SMS.


• Demonstratable history of continuous learning or personal improvement.


• High level of attention to detail and thoroughness.


• Ability to work independently and in a team environment.


• Strong expertise in empathy and emotional intelligence.


• Ability to analyze data and make informed decisions.


• Confident, high-energy, self-motivated and a collaborator.


• Accountability and personal organization are essential.


• Patient and active listener.


• Ability to pass federal and state criminal background checks (FBI/BCI)

Compensation and Benefits: The compensation and benefits information below is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The starting hourly rate for this position is $25.00 - $29.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

We offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, 10 paid holidays annually.

Paid Time Off: Paid Time Off to cover sick, vacation, and personal absences.

We offer 4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels. Our goal is to provide you with maximum choice in finding a plan that meets you and your family’s needs. Employees can choose from co-pay or High Deductible Health Plans.

EQUAL EMPLOYMENT OPPORTUNITY

It is our policy to abide by all federal, state and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition, genetic information, sexual orientation, or any other protected status except where a reasonable, bonafide occupational qualification exists.

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