Technical Product Support Analyst II

Nextgen Global Resources - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Technical Product Support Analyst II role focuses on providing post-sales technical support to customers, analyzing their business needs, and developing tailored technical solutions. This position serves as a liaison between customers and the enterprise development team, ensuring effective communication and issue resolution while driving product development initiatives to enhance customer experience.

Responsibilities

• Provide post-sales technical product support.
• Analyze customers' business needs and develop technical requirements.
• Prepare technical responses to Requests for Quotes (RFQs).
• Configure integrated solutions to meet customer needs and implement client solutions.
• Act as a primary point of contact between customers' technical staff and the enterprise development/engineering organization.
• Serve as a technical consultant to the sales team.
• Drive issue resolution by mobilizing relevant resources and steering technical discussions.
• Triage, delegate, and resolve incident tickets from various teams to address issues or problems with assets for customers and their partners.
• Assess design, configuration, data flow, and data state issues within a highly complex multi-product provisioning system.
• Collaborate with cross-functional teams such as operations engineering, product management, and customer support teams to address technical challenges.
• Drive continuous improvement through product development, using user experiences to drive enhancement and propose innovative solutions.
• Create detailed reports tailored to the specific needs of the requester.

Requirements

• Experience in technical product support or a related field.
• Strong analytical skills to assess customer needs and develop technical requirements.
• Proficiency in configuring integrated solutions and implementing client solutions.
• Excellent communication skills to act as a liaison between technical teams and customers.
• Ability to drive issue resolution and manage technical discussions effectively.
• Experience in triaging and resolving incident tickets.
• Familiarity with complex multi-product provisioning systems and database infrastructure.

Nice-to-haves

• Experience in the entertainment industry or related fields.
• Knowledge of product development processes and methodologies.
• Familiarity with customer relationship management (CRM) tools.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid time off and holidays.