Product Support Analyst
Product Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Product Support Analyst(US Citizens only)
Location: Remote
We are currently seeking candidates who meet the following qualifications:
Responsibilities:- Provide prompt and professional support to users via email chat phone or ticketing systems.
- Address and resolve product issues bugs and inquiries efficiently.
- Escalate unresolved issues to the appropriate internal teams.
- Develop an indepth understanding of the products features functionality and integration points.
- Stay updated on product changes releases and enhancements to provide accurate information to users.
- Analyze user issues to determine root causes and identify solutions.
- Use diagnostic tools and techniques to investigate technical and functional problems.
- Collaborate with development QA and product teams to test and verify issue resolutions.
- Create and maintain user guides knowledge base articles FAQs and troubleshooting guides.
- Document support cases and resolutions accurately in the ticketing system.
- Provide feedback and insights to product management teams to enhance the product based on user experiences.
- Identify recurring issues and recommend process or product improvements.
- Assist in implementing new tools or processes to improve support workflows.
- Conduct user training sessions or webinars for new features or product updates.
- Assist in onboarding new team members with product knowledge.
- Bachelors degree in Information Technology Computer Science Business or related field (or equivalent work experience).
- Proven experience in a technical or product support role.
- Strong analytical and problemsolving skills.
- Excellent verbal and written communication skills.
- Experience with support tools like Zendesk Salesforce Jira or similar ticketing systems.
- Basic understanding of software development processes and databases.
- Ability to manage multiple tasks and prioritize effectively.
- Experience working with SaaS products or enterprise software.
- Knowledge of SQL APIs or basic programming for troubleshooting purposes.
- Exposure to Agile methodologies and collaboration tools like Confluence Slack or Microsoft Teams.
- Certifications in ITIL customer support or related areas.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application
Employment Type
Full Time
