Senior Product Support Analyst

ROLE SUMMARY

Our client is looking for a Senior Product Support Analyst to join their rapidly growing company in support of multiple SaaS applications. This role will be responsible for providing advanced product support to internal customers, addressing inquiries, troubleshooting issues, and resolving complex problems related to the company's products or services. Additionally, he/she will provide escalation support for client product users.

SCHEDULE: 9:00 AM – 6:00 PM Pacific Daylight Time (12:00 AM – 9:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Triage incoming tickets and respond to basic questions via Slack

·       Instruct users to submit support requests as needed

·       Manage and prioritize incoming support requests, ensuring timely resolution and adherence to service level agreements (SLAs)

·       Create and maintain comprehensive documentation, including troubleshooting guides, knowledge base articles, and FAQs, to facilitate efficient support delivery and empower customers to resolve issues independently

·       Collaborate with cross-functional teams, including product development, engineering, quality assurance, and technology operations to escalate and resolve critical issues, prioritize feature requests, and provide feedback for product improvement

·       Provide training and guidance to more junior product support analysts, sharing best practices, technical knowledge, and troubleshooting techniques to enhance team capabilities and performance

·       Identify opportunities proactively to streamline support processes, optimize workflows, and enhance customer experience through automation, tooling, and other innovative solutions

QUALIFICATIONS

·       A bachelor’s degree in the related field is preferred

·       Experience with an online ticketing system for logging and resolving issues

·       Experience working with job boards, job search engines, digital marketing technology, and recruitment technology platforms is a major plus

·       Working knowledge of JavaScript is a must

·       Basic knowledge of XML, HTML, or other markup language(s)

·       Basic understanding of URL tracking technology

·       Experience in Regular Expressions and SQL are a plus but not required

·       Experience in a multi-client environment

·       Ability to collaborate cross-functionally with client services, products, engineering, account management, and other stakeholders

·       Independent, self-motivated, and able to be flexible and multi-task in a fluid work environment

·       Ability to prioritize, organize, and manage work efficiently and effectively

·       Great communication skills to translate technical language to non-technical users

·       Strong organization, oral and written communication skills