Product Support Analyst for Technical Solutions

4 weeks ago


Irondale, Missouri, United States MSA Safety Services LLC Full time
Overview

At MSA Safety Services LLC, we are dedicated to enhancing safety through innovation and technology. We are seeking a passionate and driven individual to join our team as a Product Support Analyst for Technical Solutions.

Key Responsibilities

  • Provide comprehensive support for both internal and external users, including installation, configuration, testing, and troubleshooting of advanced MSA Product Software Applications.
  • Maintain proficiency across all product lines within the MSA HVAC-R segment, specifically related to the Parasense Information Center (PIC).
  • Serve as the primary contact for customers, ensuring high availability and prompt responses to inquiries from customers, vendors, Field Service teams, and Sales Managers.
  • Communicate effectively with customers regarding technical systems, product knowledge, and software applications.
  • Utilize various communication methods, including phone, email, and remote diagnostic tools, to identify and resolve customer issues.
  • Conduct training sessions and demonstrations for Parasense customers, channel partners, and prospective clients.
  • Develop and maintain documentation to facilitate future problem resolution.
  • Support Field Service technicians in addressing complex technical and software challenges.
  • Capture and document Voice of the Customer (VOC) feedback for software and process enhancements.
  • Collaborate with engineering teams to test new software releases and ensure optimal performance.
  • Analyze customer data from MSA Product Software Applications to ensure quality and performance standards are met.
  • Generate reports that summarize data and metrics, helping customers achieve their goals and addressing any concerns.

Qualifications

  • High School Diploma with a minimum of 2 years of experience in technical support, sales, or customer service.
  • Preferred: Associate's degree in a related field and experience supporting external business clients.
  • Familiarity with SaaS onboarding and implementation processes.
  • Proficiency in Microsoft Office Suite (Excel, Word, etc.).
  • Experience with Salesforce is a plus.

MSA Safety Services LLC is committed to equal employment opportunities and fostering a workplace free from discrimination. We value diversity and encourage individuals from all backgrounds to apply.



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