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hace 4 meses
Salary**:COP 4,650,000**
Start Date**:ASAP**
Work Schedule**:9:00 AM - 5:00 PM EST, Monday-Friday**
Work Set Up**:Remote**
Type of Contract**:Full Time**
Equipment Provision**:Company Provided**
**Job** **Summary**: Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams, PSAs offer a world class support experience for Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.
**What does a day in the life as a Product Support Analyst look like?**:
- Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.
- Identify and correct improperly configured installations.
- Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.
- Create, update, and resolve support cases within defined Service Level Objectives
- Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
- Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles
- Participate in collaborative troubleshooting sessions to identify root causes of complex issues
- Participate in a shift rotation including weekdays, evenings, and weekends
- Perform other duties as assigned by Manager
**What are the required qualifications of a Product Support Analyst?**:
- Minimum of 1 year of relevant work experience in a similar role and customer service
- Minimum of 6 months - 1 year experience working in a Helpdesk environment
- Ability to work with API automation using tools such as Postman
- Ability to join large flat files such as CSVs in SQL, Excel, or BI Tools
- At least 1-2 years of working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#,.NET, JAVA, JavaScript, and Microsoft tools and technologies
- Excellent communication (Spanish/English written and verbal), problem solving and management skills
**What are the nice to have qualifications of a Product Support Analyst?**:
- Bachelor's degree in Computer Science or equivalent technical experience
- Certifications
- LMS experience - user, administration, and/or support
- Experience with Salesforce or any other ticketing system
- Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
- Wireshark, Fiddler, and other browser based diagnostic and reporting tools
**What are the core competencies needed as a Product Support Analyst?**:
- Communication skills, Transparency, Proactiveness
- Problem Solving skills and Decision making
- Organization skills and Result Oriented
- Logical Thinking skills
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