Product Support Analyst I
CurrentProduct support analysts provide technical support and troubleshooting services involving specific products, systems, or services. They may provide this support for either external clients or internal teams who are product users. They take ownership of support tickets, remaining accountable for assisting the client through resolution of the issue. They may also serve as internal subject matter experts on those particular products, and may produce help guides, training manuals, or other materials.Review and analyze customer feedback on critical business applications.Develop, organize, monitor, maintain, mine and analyze multiple sources of product support data used to paint a clear picture of product support requirements and trends.Organize and develop databases/easily manageable and accessible sources of data from internal Product Support and Engineering Departments.Identify, analyze and interpret trends or patterns in data set(s), and communicate to senior management.Serve as a technical liaison between the development and user communities.Provide on-call support for escalated production issues on a rotating schedule.Complete work in a timely and accurate manner while providing exceptional customer service.Maintain confidentiality, treating others with respect and upholding company values are key attributes.
