Product Support Analyst for Technical Solutions
4 weeks ago
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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