Analyst II, Product Technical Support

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

📋 Description

• Manage incidents and requests thoroughly from initiation to resolution.

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

• Update clients and internal stakeholders on the progress of incidents.

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

• Coordinate with service desk and support teams, directing incidents to specialized staff.

• Adhere to SLAs and fulfill response and resolution obligations.

• Record resolutions and enhance the knowledge base.

• Report recurring issues and trends to senior professionals.

• Suggest improvements for systems, processes, and workflows.

• Support departmental objectives and strive to meet operational goals.

⛳️ Requirements

• Practical knowledge and proven skills acquired through a blend of advanced education and relevant experience.

• Capacity to manage incidents and requests from identification to resolution.

• Understanding of software products and infrastructure elements.

• Ability to conduct initial assessments, triage, and research for basic incidents.

• Skills to coordinate service desk and support resources, directing incidents to specialized personnel.

• Capability to operate within established Service Level Agreements (SLAs).

• Excellent documentation skills and ability to contribute to the knowledge base.

• Proficiency in identifying recurring issues and patterns.

• Ability to suggest improvements for systems, processes, and workflows.

• Aptitude to work independently with general supervision.

🏝️ Benefits

• Competitive compensation.

• Equal opportunity employment.

• Drug testing for US positions following a conditional offer.

• Review of reasonable accommodations for ADA requests.