Product Support Analyst

Job Summary

Seeking a motivated Product Support Analyst to join a remote, full-time team, this role will manage customer communications, document issues, and support product development initiatives while ensuring user satisfaction and effective problem resolution.

Key responsibilities

• Manage coordination and communication with customers to understand user needs and contract requirements
• Document reported issues and perform initial triage to determine escalation steps
• Provide customer feedback to product managers and assist in system analysis for enhancements

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience
• Knowledge of the public safety or criminal justice industry is preferred
• Ability to work from 8 AM to 5 PM EST, Monday to Friday
• Must pass background screenings as required by federal agencies
• Currently reside in specific states including FL, GA, IL, and others listed