Product Support Analyst 2

4 weeks ago

Austin, United States GovServicesHub Full time
Job Description

Job Location:  Available to work Remote, Austin, TX. ( local only )

 

Job Description:


Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

 

  • Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
  • Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
  • Conduct training sessions for users, empowering them to effectively utilize our applications.
  • Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
  • Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
  • Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections



Requirements

Skills Set:

 

Skill

Required /Desired

Experience

Experience with help desk / service desk services.

Required

4 years

Experience with help desk software (e.g. ticketing systems, knowledge bases).

Required

4 years

(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)

Required

4 years

(at least 2) High-level knowledge of information technology systems and best practices.

Required

4 years

(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)

Required

4 years

(at least 2) Experience working with SharePoint Lists.

Required

4 years

(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.

Required

4 years

(at least 2) Experience with call handling.

Required

4 years

Experience with Remedy / BMC Helix.

Preferred

2 years



Requirements
Skills Set: Skill Required /Desired Experience Experience with help desk / service desk services. Required 4 years Experience with help desk software (e.g. ticketing systems, knowledge bases). Required 4 years (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.) Required 4 years (at least 2) High-level knowledge of information technology systems and best practices. Required 4 years (at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio) Required 4 years (at least 2) Experience working with SharePoint Lists. Required 4 years (at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users. Required 4 years (at least 2) Experience with call handling. Required 4 years Experience with Remedy / BMC Helix. Preferred 2 years

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