product support analyst

$81,120 - $83,200/Yr

Randstad - Peoria, IL

Full-time - Mid Level

Peoria, IL

Administrative and Support Services

About the position

The Product Support Analyst plays a crucial role in enhancing customer experience for innovative digital products. This position involves monitoring, troubleshooting, and resolving customer issues while serving as a subject matter expert for the eCommerce workstream. The ideal candidate will be passionate about providing exceptional support and driving continuous improvement in a collaborative environment.

Responsibilities

• Provide worldwide support for digital products and applications associated with the eCommerce workstream.
• Serve as a subject matter expert for digital products and applications.
• Manage cases to ensure a secure and effortless experience for customers, dealers, and internal teams.
• Triage and troubleshoot issues, providing support to Tier 1 Supplier agents.
• Ensure timely resolution and follow-up with customers and dealers.
• Identify and report issues from various sources including customers and dealers.
• Conduct basic triage, statistical analyses, and testing of application failures.
• Document issues and follow up on the resolution process with relevant parties.
• Manage escalation paths in support of daily operations.
• Prioritize requests according to service level agreements.
• Create and update self-service and Tier 1 support knowledge articles.
• Analyze and develop training for customer service representatives based on customer experience improvements.
• Support digital product training for customer service representatives.
• Assist in the development and maintenance of business rules and process maps.
• Provide expert technical assistance during dealer and customer visits for urgent field issues.

Requirements

• Bachelor's degree or technical certification or equivalent experience.
• At least 2 years of experience in product service support, application support, or equivalent support work.

Nice-to-haves

• Interpersonal skills to handle sensitive or controversial situations.
• Ability to influence behavior change in various stakeholders.
• Familiarity with project management methodologies.
• Experience with Salesforce for Customer Relationship Management.
• Experience in Contact Center Operations related to customer experience.
• Strong planning and communication skills.
• Strong critical thinking and problem-solving skills.
• Vendor Management experience.

Benefits

• Health insurance
• Incentive and recognition program
• 401K contribution