Product Support Expert

3 weeks ago


Austin, Texas, United States ELLIGO HEALTH RESEARCH INC Full time
Job Description: Product Support Expert

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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