Product Support Analyst

Job Summary

Seeking a full-time remote Product Support Analyst, this role will manage customer interactions by troubleshooting technical issues across 15+ product lines, striving for first-call resolution while delivering exceptional customer experiences.

Key responsibilities

• Answer incoming customer tickets via phone, email, and chat, gathering information to resolve issues quickly
• Partner with customers to identify challenges and provide solutions, using software product knowledge to prevent recurring issues
• Contribute to the knowledge management system by sharing insights gained from troubleshooting experiences

Required qualifications

• Proven track record in delivering exceptional customer experiences through client-facing interactions
• Ability to articulate software-related and technical concepts clearly
• 1-3 years of experience in technical troubleshooting in a B2C or B2B environment (preferred)
• 1+ year of experience in delivering software support (preferred)
• 1+ year of recent hands-on experience with relational databases (SQL Server) is a bonus (not mandatory)