Product Support Analyst

Opening / Selling Statement Join our team as a Product Support Analyst and become a pivotal player in enhancing customer experience for our customers innovative digital products. In this role youll leverage your expertise to monitor troubleshoot and resolve customer issues while serving as the subject matter expert for a eCommerce workstream. Top candidates will be passionate about providing exceptional support and driving continuous improvement. Help us power digital solutions in a collaborative environment.

Required Skills university degree/ technical certification; product service support; application support

Job Duties Responsibilities of the incumbents are to provide worldwide support for the digital products and applications associated to the corresponding workstream
Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream
Manages cases to provide an appreciated secure and effortless experience with customers dealers and internal client for every interaction.
o Triage / Troubleshooting also support to Tier 1 Supplier agents
o Tactical Timely resolution and followup with customer & dealers
o Issue identification reports in all forms from customers dealers industry reps and subsidiaries.
o Issue investigation basic triage statistical analyses basic testing and analysis of application failures etc.
o Resolution of commitments formally document issues and provide followup on the resolution process with dealers customers and appropriate internal teams.
Manages handups/escalation paths in support of daily operations.
Manages requests to the urgency defined by our service level agreements.
Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
Supports continuous improvement efforts.
Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.
Analyze and develop new customer service rep training or customer selfservice opportunities based on improving customer experience preventing lost sales churn and solving customer issues.
Support Digital Product training for CSRs
Supports the development and maintenance of Business Rules
Validate and create process maps
Provides input to digital product and application support teams.
Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Job Requirements Requires a college or university degree technical certification or equivalent experience.
At least 2 years of experience in product service support application support or equivalent support work.

Desired Skills & Experience Interpersonal skills to deal with sensitive emotional or potentially controversial situations.
Ability to influence behavior change in people (including customers suppliers other employees dealers etc.) and/or obtain the cooperation and commitment of others as needed
This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
Experience with the use of Salesforce specifically for Customer Relationship Management
Experience in Contact Center Operations specifically related to customer experience and/or customer support
Strong planning and communication skills
Strong critical thinking/problem solving skills
Vendor Management experience

Required Skills : Product Management

Basic Qualification :

Additional Skills : Technical Support Analyst

This is a high PRIORITY requisition. This is a PROACTIVE requisition

Background Check : No

Drug Screen : No