Product Support Analyst XA - Remote
2 weeks ago
Job summary
Resolve customer product issues utilizing analytical skills in problem interpretation checking logs replications and utilizing the tracking system support materials communications channels and tools Provide a high-quality and professional customer experience while meeting or exceeding established KPIs creating quality knowledge content Develop application knowledge in the specific product suite technical environment and technologies Participate in special projects takes on special assignments as needed Assist support analysts serves as a resource for others as needed Manage multiple incidents & problems while working in high-visibility situations Work independently with minimal supervision to complete tasks and assignments as directed Coordinate with internal product and hosting teams to ensure the timely resolution of customer issues Contribute to our ever-growing Knowledge Base Articles Identify promote opportunities to reduce the amount of direct support required through product improvements training online support self-service
Qualifications
- Minimum of 3 years & maximum 8 years of related experience with a Bachelors degree; or 3 years and a Masters degree; or equivalent work experience
- Good communication skills (verbal and written) in English
- Experience in customer-facing roles for any enterprise software
- Background with an ERP system
- Functional Domain knowledge in Manufacturing or Supply Chain/li>IbmI Knowledge is a plus./li>Powrlink/Netlink (IDF) Knowledge is a plus./li>Candidate is willing to work in the US time zone (EST/PST) shift on rotation basis/li>Japanese language skills are a plus.
Job description
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