Product Support Analyst

Diversified Services Network - Peoria, IL

Full-time - Mid Level

Remote - Peoria, IL

Professional, Scientific, and Technical Services

About the position

The Product Support Analyst at Diversified Services Network is responsible for monitoring the performance of digital products and applications, resolving customer issues, and providing expert support to both customers and internal teams. This role involves managing customer interactions, supporting Tier 1 Supplier agents, and contributing to continuous improvement efforts within the organization. The position offers a hybrid work model and is ideal for individuals looking to advance their technical careers in a reputable Fortune 500 company.

Responsibilities

• Monitor overall performance of assigned digital products/applications and handle customer issues through resolution.
• Manage Solar, SDSO, and Home and Outdoor Power Switchboard referrals via corporate contact center.
• Serve as an eCommerce workstream Product expert / Subject Matter Expert.
• Stay current with all digital products and applications associated with the respective workstream.
• Manage cases to provide a secure and effortless experience with customers, dealers, and internal teams.
• Support Tier 1 Supplier agents.
• Perform timely resolution and follow-up with customers and dealers.
• Document issues and provide follow-up on the resolution process with dealers, customers, and internal teams.
• Manage hand-ups/escalation paths in support of daily operations.
• Create and update self-service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self-service opportunities.
• Support Digital Product training for CSRs.
• Conduct occasional dealer and customer visits to provide expert technical assistance on urgent field issues.

Requirements

• Bachelor's degree with 2 years' experience in product service support, application support, or equivalent support work.
• Technical certification and/or equivalent experience.
• Experience with Salesforce for Customer Relationship Management.
• Experience in Contact Center Operations related to customer experience and/or customer support.
• Vendor Management experience.

Nice-to-haves

• Experience with Salesforce (1 year preferred).
• Vendor management experience (1 year preferred).

Benefits

• 401(k)
• Dental insurance
• Vision insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid holidays