Product Support Analyst 2
Product Support Analyst 2
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Job Description
Role: Product Support Analyst 2
Location: Austin TX 78751 (Remote within TX)
Duration: 3 months Contract with possibility to extension
Evaluate failures bugs systemic problems and hardware and report on necessary steps.
Consider sitespecific information like hardware operating system and user requirements to appropriately resolve problems.
Install applications hardware parts and/or equipment.
Product Support Analyst common tasks include: troubleshoot diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features product selection and configuration and implementation.
- Provide expert support for our healthcare business applications ensuring optimal functionality and user satisfaction.
- Troubleshoot and resolve complex issues related to business application use configuration and customization.
- Conduct training sessions for users empowering them to effectively utilize our applications.
- Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
- Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
- Develop and maintain detailed documentation for supported applications including user guides and FAQ sections.
Candidate Skills and Qualifications:
Years
Required/Preferred
Experience
4
Required
Experience with help desk / service desk services.
4
Required
Experience with help desk software (e.g. ticketing systems knowledge bases).
4
Required
(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets network connectivity etc.)
4
Required
(at least 2) Highlevel knowledge of information technology systems and best practices.
4
Required
(at least 2) Experience with Microsoft O365 applications (Word Excel PowerPoint Teams Visio)
4
Required
(at least 2) Experience working with SharePoint Lists.
4
Required
(at least 2) Strong customer service orientation with patience and empathy for frustrated or confused users.
4
Required
(at least 2) Experience with call handling.
2
Preferred
Experience with Remedy / BMC Helix.
Thanks and Regards
Vinay Kumar
Technical Recruiter
1601 N Harrison Ave STE # 2B Pierre SD 57501
Certified Minority Business Enterprise (MBE)
An EVerify Company
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Employment Type
Full Time
