Product Support Analyst

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

📋 Description

• Conduct research and resolve technical support tickets pertaining to TSDS and related data submissions.

• Prioritize and escalate issues that necessitate further investigation or involvement from the development team.

• Act as a primary point of contact for meetings and communications related to support.

• Develop thorough and clear technical documentation for end users.

• Ensure that documentation is precise, current, compliant with agency standards, and easily accessible.

• Collaborate with the Product Owner team to collect information for promotion logic guides, known issue reports, release notes, and newsletter updates.

• Design and implement user acceptance testing (UAT) plans to validate the functionality and usability of TSDS-related features.

• Document and monitor testing defects and coordinate their resolution with the Product Owner and Project Management teams.

• Collect and analyze feedback from end users to pinpoint areas for enhancement.

• Assist with customer outreach during peak periods for TSDS data submission.

• Document and present issues reported by Education Service Centers (ESC) and Local Education Agencies (LEA).

⛳️ Requirements

• 8 years of experience with the Texas Student Data System (TSDS) at the LEA/vendor level.

• 8 years of experience in customer service roles.

• Excellent communication skills.

• 8 years of experience working collaboratively with cross-functional teams.

• 8 years of experience utilizing strong communication skills to effectively interact with cross-functional teams.

• 8 years of experience demonstrating meticulous accuracy and attention to detail in documentation tasks.

• 8 years of experience in training other team members.

• Preferred: 8 years of experience in documenting software issues, release notes, and technical guides.

• Preferred: 8 years of experience in producing clear, concise, and comprehensive technical documentation.

• Must reside within the United States.

🏝️ Benefits

• Remote work / 100% telework available within the United States.

• Work schedule from Monday to Friday, 8:00 AM to 5:00 PM.

• State holidays are excluded.