Technical Product Analyst I

USFull-TimeEntry

Salary$20.00 – $24.00 per hour

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Job Details

Experience: 1+ year
Required Skills: JiraMicrosoft Office SuiteTechnical supportZendeskServiceNow

1+ year of experience in help desk, technical support, or customer service roles.
1+ year of experience using ticketing systems such as ServiceNow, Zendesk, or Jira.
Basic understanding of PC troubleshooting, software support, or system diagnostics.
Proficiency in Microsoft Office Suite for documentation and reporting tasks.
Strong communication skills with the ability to explain technical issues clearly to non-technical users.
Detail-oriented with strong organizational and time management abilities.
Ability to work independently while following structured processes and SLAs.
Associate’s or Bachelor’s degree in IT or a related field preferred.
Familiarity with remittance processing or ImageRPS software is a plus.

Provide end-user technical support for the ImageRPS application, ensuring accurate and timely resolution of remittance processing and transaction-related issues.
Monitor ticketing systems and manage incoming support requests in accordance with SLA requirements and priority guidelines.
Troubleshoot issues related to file ingestion, balancing, transaction workflows, and system performance.
Document all customer interactions, actions taken, resolutions, and next steps throughout the ticket lifecycle.
Maintain regular communication with stakeholders and provide updates on case status and resolution progress.
Participate in internal meetings, conference calls, and collaborative troubleshooting sessions to resolve client issues.
Track performance against key support metrics such as first call resolution, follow-up compliance, and resolution time.
Continuously build product knowledge through training and hands-on experience with supported applications.

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