Product Support Analyst

Job Summary

As a fully remote, fixed-term Product Support Analyst, the successful candidate will manage customer inquiries through various channels, striving for first-call resolution while troubleshooting technical issues across 15+ product lines.

Key responsibilities

• Answer incoming customer tickets via phone, email, and chat, gathering information to resolve issues quickly
• Partner with customers to identify technical challenges and understand their business impact, ensuring timely resolutions
• Contribute to the knowledge management system by sharing insights gained from troubleshooting and adhering to performance metrics

Required qualifications

• Proven track record of delivering exceptional customer experiences in client-facing roles
• Ability to articulate software-related and technical concepts confidently
• 1-3 years of experience in technical troubleshooting in a B2C or B2B environment is preferred
• 1+ year of experience in delivering software support is advantageous
• Experience with relational databases (SQL Server) is a plus, but not mandatory