Product Support Analyst I
New
United States, 8am - 5pm EST, Monday - FridayFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- AgileJiraProblem SolvingCustomer serviceMicrosoft OfficeTechnical supportChange Management
Requirements
- Bachelor's in Information Technology, Information Communication Technology, Management of Information Systems, Computer Science, a related field, or equivalent related work experience
- Outstanding command of the English language, both written and verbal
- Ability to work from 8am - 5pm EST, Monday - Friday
- Ability to confidently pass rigorous fingerprint-based state and federal background screenings
- Analytical mindset with excellent problem-solving skills
- Strong writing and verbal communication skills
- Ability to translate technical concepts into plain language documentation
Responsibilities
- Manage coordination and communication with customers to understand the needs of the end users and the contract
- Respond to calls and emails regarding customer questions and issues
- Documenting reported issues and performing initial triage to determine next steps if escalation is needed
- Utilizing established issue management processes to report bugs
- Providing status reports to customers regarding open issues and release schedules
- Lead regular status meetings with customers
- Working with the Application Support Team to coordinate releases
- Providing customer feedback to the product managers
- Producing design specifications for enhancements to existing business systems
- Coordinating with the QA team to complete system testing and confirmation
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