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 at NextGen Global Resources involves providing post-sales technical support, analyzing customer needs, and developing technical requirements. The position serves as a liaison between customers and the enterprise development team, ensuring effective communication and issue resolution while driving product enhancements based on user experiences.

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.
• Assess design, configuration, data flow, and data state issues within a multi-product provisioning system.
• Collaborate with cross-functional teams to address technical challenges and push product development initiatives.
• Drive continuous improvement through product development 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 preparing technical documentation and responses to RFQs.
• Ability to configure integrated solutions and implement client solutions effectively.
• Excellent communication skills to liaise between customers and technical teams.
• Experience in issue resolution and managing incident tickets.
• Familiarity with multi-product provisioning systems and database infrastructure.

Nice-to-haves

• Experience in the entertainment industry or related fields.
• Knowledge of customer relationship management (CRM) tools.
• Familiarity with data services and database management.

Benefits

• Competitive salary and performance bonuses.
• Health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Opportunities for professional development and training.