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Product Support Analyst
5 days ago
Ensuring the smooth operation and customer satisfaction with our software products. Whose primary responsibility is to provide technical assistance and support to users, addressing their inquiries, issues, and concerns related to our software applications. Will collaborate closely with cross-functional teams, such as development, and product management, to enhance the overall product experience and contribute to continuous improvement.
Essential Duties
1. Customer Support:
• Respond promptly and effectively to customer inquiries, providing accurate and timely solutions.
• Troubleshoot and diagnose software issues to determine the root cause and implement effective resolutions.
• Guide users through step-by-step instructions and documentation to resolve problems independently.
2. Issue Tracking and Documentation:
• Utilize ticketing systems to log, monitor, and manage customer issues, ensuring comprehensive documentation of each case.
• Collaborate with the development team to report and track software bugs, communicating essential details for swift resolution.
3. Product Knowledge:
• Develop and maintain in-depth knowledge of the company's software products, features, and updates.
• Stay informed about industry trends, best practices, and emerging technologies to provide informed support.
4. Communication and Collaboration:
• Collaborate with cross-functional teams to escalate and prioritize issues that require development intervention.
• Communicate effectively with both technical and non-technical users, ensuring a clear understanding of resolutions and workarounds.
5. Training and Documentation:
• Contribute to the creation and maintenance of user documentation, FAQs, and knowledge base articles.
• Provide training sessions or materials for better understanding and utilization of the software.
6. Continuous Improvement:
• Actively participate in process improvement initiatives.
• Seek opportunities to enhance skills and personal development geared towards overall success of the service provided to customers.
• Has experience in the use and support of any ERP software
• Has had experience in technical/customer support roles.
• Technical proficiency in relevant software applications. (ie. Windows Server, SQL Server... etc)
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