Product Support Analyst
Apply NowLocation:
US
Company:
AE Perkins is a provider of core applications and support services for the healthcare industry.
Summary:
The Product Support Analyst provides Tier 1 support for core applications and resolves issues to ensure efficient use by internal users. Candidates should have an Associate's or Bachelor's Degree and 2-5 years of relevant experience.
Requirements:
Technology: Jira
Hard Skills: Technical Troubleshooting, Documentation Skills, Customer Service Skills, Communication Skills, Time Management, Team Collaboration, Problem-Solving, Jira Experience, Technical Writing
Credentials: Associate's Degree, Bachelor's Degree
Experience: 2-5 years of experience in a customer service or technical support role
Job Description:
Description
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.
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)
