Product Support Analyst
Job Summary
Providing exceptional support to end users, the remote full-time Product Support Analyst I will manage support tickets via email, phone, and chat, focusing on technical troubleshooting and customer service from Monday to Friday, 12 PM to 9 PM ET.
Key responsibilities
- Collect and categorize user requests to determine the best resolution method
- Create and manage support tickets within established timeframes while maintaining user expectations
- Collaborate with team members to improve the end-user experience and provide tier I product support
Required qualifications
- Associates degree and at least 1 year of experience in a customer-focused IT support role
- Ability to work Monday to Friday, 12:00 PM to 9:00 PM ET
- Experience with helpdesk ticketing systems and basic networking
- Knowledge of Windows operating systems (7, 8, and 10)
- Understanding of SQL and/or JSON is a plus
COMPLETE JOB DESCRIPTION
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