Product Support Analyst

The Role:

We are looking for a temporary contractor to support the Product Support Analyst in helping to manage internal software escalations and incidents across the company. You will maintain processes and systems that provide answers to complex questions, attempt to resolve issues, and escalate potential bugs to engineering.

The Product Support Analyst is accountable for technically validating, ranking and triaging issues, as well as working with additional staff, both on the team and within the company, while communicating appropriately. The Product Support Analyst will document and report on recurring issues to enhance product quality and product development. This position is a key interface between various business units, such as Finance, Customer Support, Operations and the Product and Tech organization, to ensure the product is not just working well but serving the needs of all stakeholders.


Responsibilities:

• Serves as primary support liaison between engineering and the majority of the company
• Responsible for handling a high volume of complex, escalated issues independently but is responsible for appropriate referral to other support analysts.
• Helps develop processes and techniques to gather, track and triage issues; assess their validity and route to the appropriate team
• Build relationships with stakeholders to ensure a clear line of communication through incident resolution
• Contribute to and manage information in the Product Support knowledge base to enhance self-service and cross collaboration
• Identify and communicate product improvements to help increase operational efficiencies
• Provide daily support activities with resolution of escalated tickets and champion issue resolution within specified SLAs
• Develop processes and techniques to gather, track and triage issues
• Periodically be on call for emergency escalations after hours, on weekends, and holidays
• Regularly exercise discretion in regards to sensitive user data and payment information
• Documents recurring issues and workarounds for knowledge sharing.

Minimum Requirements:

• Professional level English required 
• 3+ years of experience on a user-support team
• 5+ years of industry experience
• Proficient in SQL a plus
• An ability to execute on and deliver complex operational projects involving multiple stakeholders; i.e. project management and collaboration skills.
• Experience working with CRMs and/or issue management tools, such as Zendesk.
• Experience handling CRM and email support, SaaS or e-Commerce experience is a plus.
• Understanding of basic testing processes and methodologies.