Analyst II, Product Technical Support

This is a fully remote position, open to applicants in Florida.

📋 Description

• Manage incidents and requests from their identification to resolution.

• Collect incident details through discussions with clients and self-service support tools.

• Provide updates and communicate progress to clients and internal stakeholders.

• Perform initial assessments, triage, and research for basic incidents.

• Coordinate service desk and support resources effectively.

• Direct incidents that exceed immediate scope to specialized personnel.

• Adhere to established SLAs and fulfill response and resolution commitments.

• Document solutions and contribute to the knowledge base.

• Report recurring issues and trends to senior professionals.

• Suggest improvements to systems, processes, and workflows.

• Operate independently under general supervision to aid departmental objectives.

• Meet operational goals by adjusting or recommending enhancements to systems and processes.

⛳️ Requirements

• Hands-on experience in incident and request management.

• Proficient in gathering incident information through client interactions and self-service support tools.

• Familiarity with software products and infrastructure components.

• Capability to perform initial assessments, triage, and research for basic incidents.

• Competence in coordinating service desk and support resources and routing incidents to specialized personnel.

• Ability to comply with Service Level Agreements (SLAs).

• Strong skills in documentation and contributions to the knowledge base.

• Ability to recognize recurring challenges and patterns.

• Capacity to propose enhancements to systems, processes, and workflows.

• Practical knowledge and proven expertise gained through a mix of advanced education and relevant experience.

🏝️ Benefits

• Competitive compensation.

• Equal opportunity employment.

• Drug testing for US positions following a conditional offer.

• Requests for reasonable accommodations reviewed on a case-by-case basis.