Product Support Analyst

Job Summary

A company is looking for a Product Support Analyst for a 9-month fixed-term contract.

Key Responsibilities

• Triage and manage customer support tickets, escalating issues as necessary
• Maintain communication with stakeholders throughout the resolution process to meet SLAs
• Build strong relationships with customers and internal teams to enhance service delivery

Required Qualifications

• Fluency in English and Spanish
• Experience in a fast-paced technical support role
• Familiarity with ticket management processes and systems, such as Jira and Salesforce Service Cloud
• Ability to achieve SLAs/KPIs while maintaining high-quality service
• Experience in writing technical documentation