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: 1 – 5 years with customer support background. Also, knowledge in application implementation and troubleshooting. Bachelors, Associates or trade school degree preferred. Specific Skills:
Provide excellent Customer Service with timely turnaround
Ability to use independent judgment with some supervisor guidance
Ability to manage high volume client needs
Detailed oriented with ability to mulit-task and prioritize deliverables
Proficient written communication skills
Need to be able to give presentations
Due diligence in problem solving to resolution
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