PRODUCT SUPPORT ANALYST

Computer Aid
US - Delaware - Hockessin
November 5, 2024
Customer Services

Job ID Number

R3147

Employment Type

Full time

Worksite Flexibility

Hybrid

Job Summary

The Technical Product Support Analyst is responsible for providing advanced support for software applications within an organization. This role involves troubleshootingcomplex issues, collaborating with cross-functional teams, and ensuring the optimal performance and usability of business-critical applications.

We are looking for a Technical Product Support Analyst to be responsible for providing advanced support for software applications within an organization. This position will be full-time and hybrid in Newark, DE.

What You'll Do

• Provide second-level support for complex application issues that have been escalated from Level-1 support

• Analyze and resolve incidents and problems related to functionality, performance, databases, and interfaces

• Work closely with end-users to understand their issues, gather additional information, and offer solutions

• Collaborate with development teams and other IT staff to prioritize and resolve defects

• Test patches, updates, and fixes before deployment to production environments

• Document troubleshooting steps, solutions, and best practices to improve the support process

• Train and mentor Level-1 support staff and end-users on application functionalities and new features

• Monitor application performance and conduct regular health checks to prevent potential issues

• Contribute to the development and maintenance of support documentation, including knowledge base articles, user manuals, and FAQs

• Participate in application upgrades and release cycles, providing functional expertise and support during planning, testing, and rollout phases

• Ensure adherence to service level agreements (SLAs) and manage tickets through their lifecycle within the service management system

• Provide input for continuous improvement of applications based on support experiences and user feedback

What You'll Need

• Bachelor's degree in computer science, information systems, or a related field

• Minimum of 2-3 years of experience in functional application support or a similar role

• Strong understanding of the application lifecycle and IT service management principles

• Experience with troubleshooting and resolving complex application issues

• Familiarity with SQL, databases, and basic system administration

• Proficiency in using service management tools for incident and problem management

• Excellent communication skills, both written and verbal, to effectively interact with technical teams and business users

• Ability to work independently and manage time effectively in a fast-paced environment

• Strong analytical and problem-solving skills, with attention to detail

• Knowledge of ITIL processes and certification is a plus

• Willingness to participate in on-call rotation and provide after-hours support as needed

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to . @cai. io or (888) #.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Read the full job description and apply online on the recuiter's web-site

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