Product Support Specialist

3 hours ago

Phoenix, Arizona, United States Tech One IT Full time
Job Title: Product Support Analyst

At Tech One IT, we are seeking a highly skilled Product Support Analyst to join our team. As a Product Support Analyst, you will be responsible for providing technical support and troubleshooting for our customers.

Key Responsibilities:
  • Provide advanced technical support and troubleshooting for diverse software applications and hardware systems
  • Work closely with Product and Project teams to gain understanding of and provide support for critical business applications
  • Support all project and enhancements initiatives to ensure operational readiness at go-live
  • Serve as the technical liaison between multiple development teams, user communities, and customers
  • Provide individual and/or group instruction and training for Level 1 and other support teams on new products or services being rolled out to the enterprise
  • Support and troubleshooting on various technologies including mobile apps, Cloud environments, store systems, desktop apps, Wi-Fi, Middleware, Website, iSeries, SAP, enterprise scheduling tools, and more
  • Participate in research and development initiatives and aid in the implementation of new technologies ensuring operational readiness for support
  • Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology
  • Contribute to and maintain a knowledge base of previous support issues and tickets
  • Create or review instructional documents and knowledge articles for business applications and processes
  • Identify new or modified training opportunities for support of future implementations of new software, hardware, or apps
  • Review and reporting on health of team metrics
  • Answer and handle after-hour calls to provide support or troubleshoot application and database issues on a rotating schedule
  • Compete work in a timely and accurate manner while providing exceptional customer service
  • Collaboration with other departmental personnel to ensure a "team effort" working well and diligently with them and providing prompt customer service
  • Follow ITIL processes and procedures
  • Other duties as assigned
Requirements:
  • Associate degree in Computer Science, Information Technology, IT Engineering, or related field or equivalent work experience
  • Minimum of one year IT support experience or eighteen months working with Company business applications and hardware experience
  • Proven ability to learn various forms of technology and software quickly and accurately
  • Advance technical knowledge of a wide range of computer systems software, applications, hardware, networking, and communications
  • Excellent verbal and written communication skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation
  • Strong interpersonal skills and the ability to work effectively with a diverse audience
  • Ability to work well with others, customer service focused, and exceptional follow-up and attention to detail
  • Assertive, resourceful self-starter with exceptional analytical and troubleshooting skills
  • Ability to work well under pressure and with deadlines, strong ability to both multi-task and manage priorities
  • Excellent organizational skills, maintains confidentiality, and treats the work community with respect

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