Product Support Analyst Co-Op

5 days ago

Wichita Falls, Texas, United States Flint Hills Inc Full time
Job Summary

Flint Hills Resources is seeking a highly motivated and detail-oriented IT Product Support Analyst Co-Op to join our dynamic team. As a Co-Op, you will have the opportunity to gain hands-on experience in supporting applications, data, and integrations that are crucial to FHR capabilities.

Key Responsibilities
  • Assist in and directly respond to, troubleshoot, and resolve technical issues related to data systems, data flows, and calculations.
  • Work with a cross-functional team to help address critical issues across multiple business applications.
  • Learn to investigate root causes of systematic or repetitive issues, collaborating with IT teams, end users, and/or vendors to recommend and implement long-term solutions.
  • Help monitor and act on alarms/alerts to improve proactive monitoring of critical data and integrations.
  • Use, maintain and improve documentation, partnering with product team to ensure both support and user documentation is sufficient and effective.
  • Build your knowledge of the tech stack used and how they impact business processes, while seeking opportunities to improve customer experience and service quality (automation, exploring AI and proactive monitoring, etc).
  • Collaborate with product delivery team, contributing to supportability and reliability improvement discussions, staying connected with upcoming product changes and releases, and ensuring support process is up to date.
  • Develop an understanding of the product direction and potential support impacts by engaging in discussions with product owners and utilizing product roadmaps.
Requirements
  • Currently enrolled in an associate's degree, technical certificate, or bachelor's degree program in Information Technology Systems, Computer Support Specialist, Management Information Systems (MIS), or a relevant IT field.
  • Strong problem-solving skills and the ability to communicate effectively with customers.
  • Basic knowledge of SQL and the ability to write or understand simple queries.
  • A keen interest in supporting and troubleshooting data systems and integrations.
  • Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship.
Preferred Qualifications
  • Prior experience in IT support, troubleshooting, or customer service.
  • Interest or experience in learning programming languages such as.NET, TypeScript, or Python.
  • Familiarity with event-based and API integrations.
  • Awareness or interest in learning cloud technologies, particularly AWS (e.g., Lambda, S3).
  • An interest in learning about data integration tools such as Denodo or Alteryx.

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