Product Support Analyst

$52,000 - $62,400/Yr

DevApps IT - Peoria, IL

Full-time

Peoria, IL

About the position

The Product Support Analyst is responsible for providing worldwide support for digital products and applications, ensuring a seamless experience for customers, dealers, and internal clients. This role serves as a subject matter expert in the eCommerce workstream, managing cases, troubleshooting issues, and supporting continuous improvement efforts. The analyst will also create and update knowledge articles, analyze customer service training opportunities, and provide expert technical assistance as needed.

Responsibilities

• Provide worldwide support for digital products and applications associated with the workstream.
• Serve as an eCommerce workstream product expert and stay current with all digital products and applications.
• Manage cases to ensure a secure and effortless experience for customers, dealers, and internal clients.
• 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 hand-ups and 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 new training opportunities for customer service representatives.
• Support digital product training for customer service representatives.
• Assist in the development and maintenance of business rules and process maps.
• Provide input to digital product and application support teams.
• Conduct occasional dealer and customer visits for urgent technical assistance.

Requirements

• Requires a college or university degree, 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 and support.
• Strong planning and communication skills.
• Strong critical thinking and problem-solving skills.
• Vendor management experience.