Job Details

POSITION: Associate Product Support Analyst

POSITION OVERVIEW:

The Product Support Analyst provides support to customers, answering questions on function and usage of product via the telephone and/or Internet; and conveys customer feedback to the product development staff. This position serves as primary support liaison between company and customer in a highly team oriented environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
• Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
• Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
• Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
• Focuses on developing knowledge in specific product suite or operating environments
• Contributes information to the Support knowledge base.
• Manages workload effectively following Global Support Procedures

desireable Skills:

• Leadership roles in extracurricular activities.
• Team player with the ability to build strong peer and interpersonal relationships.
• Good problem solving and analytic skills.
• Good writing and editing skills.
• Strong organizational and problem solving skills.
• Able to provide oral and written communication that effectively articulates complex ideas.
• Basic user of Microsoft Office applications with accurate typing ability.

EDUCATION & EXPERIENCE:

• 4yr College Degree: Business, Accounting Science, Math or related.
• Accounting studies in order to understand the reporting requirements of our PM Customers as well as the Financial Consolidation process.
• MS office applications (MS Excel, Word, …)
• Would like to learn and understand SQL Server applications
• Fluent English