Product Support Analyst

Position Summary:

The Product Support Analyst provides Tier 1 support for the company's core applications, ensuring internal business users can effectively perform their roles. The analyst works through support ticket queues, performing tasks such as troubleshooting login issues, running console commands, validating email delivery, updating plan designs, and escalating complex issues as needed. Additionally, the Product Support Analyst contributes to product documentation and attends internal tech and business meetings to document outcomes and updates.

Requirements

Principal Duties & Responsibilities:

Ticket Management: Process and resolve incoming support tickets, using Jira to document cases and customer interactions. Execute tasks such as troubleshooting login issues, running console commands, and validating email delivery. (Intermediate)

Technical Liaison: Act as a bridge between business users and the software development team to facilitate issue resolution and ensure user needs are met. (Advanced)

Documentation: Develop, maintain, and update product documentation, including troubleshooting guides, procedural documents, and training materials. (Intermediate)

Product Expertise: Gain a thorough understanding of the company's core applications and serve as a resource for internal teams regarding product functionality and best practices. (Advanced)

Support Escalation: Escalate unresolved issues to higher-tier support or development teams and collaborate on resolution strategies. (Intermediate)

Problem Resolution: Research and address complex product-related issues, coordinating with other teams as necessary to identify root causes and solutions. (Advanced)

Meeting Participation: Attend and document internal technical and business meetings, summarizing key decisions and action items. (Beginner)

User Training: Provide support and training to internal users on product best practices and new features. (Intermediate)

Process Improvement: Identify areas for process optimization and recommend changes to enhance support efficiency and user experience. (Intermediate)

Other Duties: Perform additional tasks and projects as assigned by the Product Support Manager. (Beginner)

Knowledge, Skills, & Abilities Required:

Technical Troubleshooting: Ability to diagnose and resolve software-related issues, including login problems, system configuration errors, and data validation. (Advanced)

Documentation Skills: Skilled at creating and updating support documentation, user guides, and training materials. (Intermediate)

Customer Service Skills: Strong customer service orientation, with the ability to handle inquiries professionally and resolve issues promptly. (Advanced)

Communication Skills: Excellent verbal and written communication skills to convey technical information clearly to non-technical users. (Advanced)

Time Management: Ability to manage multiple tasks and prioritize workload to meet deadlines. (Advanced)

Team Collaboration: Capable of working effectively in a team-oriented environment while also taking initiative to work independently. (Intermediate)

Problem-Solving: Resourceful in identifying solutions to complex problems and driven to achieve positive outcomes. (Advanced)

Jira Experience: Proficiency in using Jira for ticket tracking and documentation. (Intermediate)

Healthcare Knowledge: Familiarity with healthcare industry practices and HIPAA regulations is preferred. (Beginner)

Technical Writing: Skilled in writing protocols and processes for troubleshooting and user training. (Intermediate)

Credentials & Experience:

Education: Associate's or Bachelor's Degree in a technical discipline is preferred.

Experience: 2-5 years of experience in a customer service or technical support role, with demonstrated ability in troubleshooting software applications.

Software Expertise: Previous experience serving as a subject matter expert (SME) for internal software products is preferred.

Industry Knowledge: Experience in the healthcare industry is preferred.

Benefits

The pay range for this position is between $50,000.00 - $55,000.00 with bonus potential.

BENEFITS

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay - This position falls under our "Corporate Bonus Plan" which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment.

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!

Qualification

Associate Degree