Product Support Analyst

Bullhorn

Full-time - Entry Level

Remote

Professional, Scientific, and Technical Services

About the position

As a Product Support Analyst, you will play a crucial role in ensuring the success of our products by providing exceptional support to our customers. You will be responsible for troubleshooting and resolving product-related issues, guiding users through complex functionalities, and ensuring that they have a seamless experience with our offerings. Your expertise will be vital in identifying areas for improvement and collaborating with product teams to enhance our solutions based on customer feedback. In this remote position, you will engage with customers via various channels, including email, chat, and phone. You will need to develop a deep understanding of our products and services to effectively assist users in navigating challenges. Your analytical skills will be put to the test as you investigate issues, document findings, and provide insights that can lead to product enhancements. You will also be responsible for creating and maintaining support documentation, including FAQs and troubleshooting guides, to empower users and reduce the volume of support requests. Collaboration is key in this role, as you will work closely with cross-functional teams, including engineering, product management, and sales, to ensure that customer needs are met and that product updates are communicated effectively. You will also participate in training sessions to stay updated on new features and functionalities, enabling you to provide the best possible support to our customers. Your contributions will directly impact customer satisfaction and retention, making this a vital position within our organization.

Responsibilities

• Troubleshoot and resolve product-related issues for customers.
• Guide users through complex functionalities of the product.
• Document findings and provide insights for product enhancements.
• Create and maintain support documentation, including FAQs and troubleshooting guides.
• Engage with customers via email, chat, and phone to provide support.
• Collaborate with cross-functional teams to address customer needs.
• Participate in training sessions to stay updated on product features.

Requirements

• Bachelor's degree in a relevant field or equivalent experience.
• Proven experience in a customer support or product support role.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to work independently in a remote environment.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools.

Nice-to-haves

• Experience with technical support for software products.
• Knowledge of product management principles.
• Familiarity with Agile methodologies.
• Experience in creating user documentation and training materials.

Benefits

• Health insurance coverage.
• 401(k) retirement savings plan.
• Flexible work hours and remote work options.
• Professional development opportunities.
• Paid time off and holidays.