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TalentWeb Inc 01/02/2020

Product Support Analyst

Ref #: 488
Location: Sacramento Sacramento 3112 O Street California 95816
2020-05-01
Salary: $55,000
Sector: Business Support
Type: Permanent

TalentWeb Recruitment & Staffing is searching for a Product Support Analyst for our client in Sacramento, CA. The Product Support Analyst will escalate to Tier 2 Engineers based on defined case management criteria to ensure completeness of service and problem resolution within departmental guidelines. If you can provide amazing service and have provided software support to external customers we would like to hear from you!

Primary Duties and Responsibilities

  • Drive service level attainment to departmental standards
  • Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates
  • Recognize and respond accordingly to systemic customer-impacting problems
  • Participate in the product defect/enhancement closed-loop process by accurately identifying defects and enhancements, and communicating status updates to the client
  • Understand and follow company and departmental guidelines and policies for customer interaction
  • Maintain and promote consistent behaviors and delivery across the team
  • Manage case backlog to departmental standards
  • Effectively use knowledge base, along with all resources available to drive resolution
  • Thoroughly and accurately document details of all client interactions in CRM system

Qualifications, Skills & Experience

  • Three years’ experience in a customer-facing support role or equivalent
  • Demonstrated competency in Windows server platforms, SQL databases, SaaS browser-based applications, AWS, relevant web technologies, and networking
  • Proven effectiveness in a role that requires multi-tasking and strong customer soft-skills
  • Demonstrated ability to confidently deliver solutions and resolve issues
  • Team-oriented, demonstrates a professional and cooperative attitude
  • Exhibits flexibility, can multi-task several priorities to completion and requests when needed
  • Ability to interpret scripting languages such as Python, Javascript, PowerShell
  • Make timely and sound decisions based on all available input; addresses root cause of issues; recognizes problems and acts accordingly
  • Communicate effectively via written and spoken language; comprehends problems, urgency, and desired outcome
  • Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback
  • Analytical; proactive; creative problem solver
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