We are looking for a Full-time contractor or employee for a Product Support Analyst role at one of our client site.
Level Description
8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.
Job Description
Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.
Skills(Required):
- Leadership of a help desk / service desk
- Experience developing process / training documentation
- Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.
Skills(Preferred):
- Experience gathering and analyzing performance metrics
- Ability to guide knowledge transfer as staff roll off and on the service desk