Product Support Analyst

Company Overview:
For 25 years, we have provided cost-effective employee benefits and HR services, transparent pricing, and personalized, quality service to every client. We go the extra mile to develop long-term relationships and build strong partnerships with each client we serve. We help our clients focus on running—and growing—their businesses. Bonded by shared goals, we are a data-driven and results-focused company committed to solving any HR issue, big or small.
Roles and Responsibilities:
As a Product Support Analyst you will be responsible for assisting customers and internal teams with technical issues, inquiries, and escalations related to our products. You will serve as a key point of contact for customers and will work closely with internal teams to resolve issues and improve product usability. This role involves a combination of technical expertise, customer service, and problem-solving skills.
Key Responsibilities:
Customer Support: Provide prompt and courteous support to customers via phone, email, chat, or other communication channels. Understand and address customer issues, inquiries, and concerns effectively.
Technical Troubleshooting: Investigate and diagnose technical issues reported by customers. Troubleshoot and resolve problems related to our products, software, or services.
Documentation: Create and maintain documentation, knowledge base articles, and FAQs to help customers find answers to common questions and issues.
Issue Escalation: Collaborate with internal teams, including developers, quality assurance, and product managers, to escalate and resolve complex issues. Provide detailed information and logs to assist in issue resolution.
Training and Onboarding: Assist in user training and onboarding processes, ensuring that users can effectively use the software and understand its features. Configure systems based on client requirements.
Quality Assurance: Conduct quality assurance checks on product updates and releases to ensure they meet customer expectations and are free of defects.
Reporting: Maintain records of customer interactions, issues, and resolutions. Generate reports to track support performance and identify areas for improvement.
Experience:
• 3 – 5 years with customer support background.
• Knowledge in application implementation and troubleshooting.
• Associates or trade school degree preferred.

Specific Skills:
• Customer Service
• Ability to use independent judgment with some supervisor guidance
• Ability to manage high volume of clients
• Detailed oriented with ability to mulit-task and prioritize deliverables
• Proficient written communication skills
• Presentation skills
• Problem solver
Compensation:
$65,000-$80,000

Powered by JazzHR

UETbMOABGk