Technical Product Analyst I

Job Description

This is an entry level position providing technical customer service to external customers for respective [REDACTED] software. Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Strives to work independently while developing comprehensive knowledge of [REDACTED] software.

• Monitors support ticketing system, specifically the application group queue, for incoming support issues. Contributes to the team workload by taking tickets from the application group queue within the defined SLA guidelines. Uses the appropriate Action ID Codes, documents customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle. Keeps stakeholders updated as needed to include customer updates based on follow-up SLA guidelines.

  Performs to designated utilization goals and achieves a satisfactory evaluation across multiple metrics to include:

  • Follow-Up Compliance
  • First Call Resolution
  • Direct Transfer Rate
  • Over-90 inventory
  • Mean Time To Resolve

  Primary focus is on handling incoming client cases and working to resolution within the defined guidelines for the product supported.

• Participates in conference calls, meetings, and other collaborative engagements for a variety of purposes primarily focused on client issues or case resolution for assigned cases.

• Actively seeks out training opportunities to expand product knowledge.

Basic Qualifications

1+ year of Help Desk and/or customer service experience

1+ year of scripting experience to include SQL, Progress, Powershell, etc.

1+ year of Basic PC Troubleshooting and/or Repair

Document Creation

• 1+ year of Microsoft Office suite

Preferred Qualifications

Education

Bachelors or Asso…