Product Support Expert
3 weeks ago
Elligo Health Research INC seeks a detail-oriented Product Support Expert to support the success of our organization.
About the Job
This role assists users by responding to questions, diagnosing problems, and resolving issues through a timely and responsive process. The Product Support Expert serves as a bridge between our user community and development teams, bringing feedback and suggestions to product management.
Key Responsibilities
- Provide technical support to customers through our ticketing system, email, and instant message, prioritizing support requests as needed to maintain business continuity.
- Troubleshoot and resolve issues related to our products with a focus on timely resolution. Document issues and resolutions in the appropriate system.
- Perform initial analysis for reported incidents and escalate more complex issues to senior support staff or Development as needed.
- Document support cases, including issue details, troubleshooting steps, and resolution, using our internal documentation system.
- Identify recurring issues and provide solution options to end users.
- Collaborate with internal teams, such as Engineering, Product Management, Quality Assurance, and Implementation, to contribute ideas for improving products and applications.
- Participate in the testing of new product releases and updates to ensure quality and reliability.
- Assist with the creation of end user training content and keep fresh with new product releases.
- Understand the product roadmap and assist with end user training as part of the software release process.
- Practice continuous learning and compliance.
- Contribute to a culture of continuous learning, quality, and process consistency.
- Perform additional duties as required and/or assigned.
Requirements
- Bachelor's Degree in related discipline preferred, or equivalent combination of education and relative work experience.
- 2+ years of experience in a support analyst, technical support, or customer service role is preferred.
Estimated Salary: $60,000 - $70,000 per year
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