Technical Product Analyst II

Accountabilities

• Provide technical customer service for assigned software solutions, independently managing support cases from intake through resolution while using internal tools and processes to track, update, and complete work items.
• Take ownership of more complex client software issues while remaining capable of handling the full range of case types required for assigned solutions.
• Support software hot-fix updates for internal clients and serve as a technical resource during client escalations.
• Follow escalation procedures, maintain appropriate communication with customers, peers, and management, and use sound judgment to prioritize and schedule escalated work.
• Document customer interactions, troubleshooting approaches, actions taken, current status, and next steps throughout the support-ticket lifecycle.
• Provide timely, clear, and concise written and verbal updates to customers and internal stakeholders in accordance with established follow-up guidelines.
• Meet all applicable service-level objectives for response and follow-up times.
• Analyze technical facts and conditions to determine appropriate troubleshooting methods and next steps, while contributing knowledge that helps improve resolution times across the team.
• Participate in customer calls, internal meetings, triage sessions, bug-scrub meetings, and other collaborative engagements related to the assigned software solution.
• Mentor colleagues by sharing technical expertise and product knowledge.

Requirements

• At least 2 years of experience in help desk, technical support, customer service, or a comparable customer-facing technical role.
• At least 2 years of scripting experience with technologies such as SQL, Progress, PowerShell, or similar tools.
• At least 2 years of basic PC troubleshooting and/or repair experience.
• At least 2 years of experience using Microsoft Office applications and creating technical or business documentation.
• Strong understanding of Windows operating systems, with experience supporting workstation and/or server environments preferred.
• Knowledge of TCP/IP and DNS networking concepts is preferred, along with experience working with antivirus or endpoint-security products such as managed antivirus solutions, CrowdStrike, or Carbon Black.
• A background in programming and an Associate's or Bachelor's degree in IT or a related field are preferred.
• Strong analytical and problem-solving abilities, with the capacity to troubleshoot independently and exercise sound judgment on complex issues.
• Excellent written and verbal communication skills, with the ability to remain composed under pressure and communicate technical information clearly to varied audiences.
• Strong organizational and prioritization skills, with the ability to manage multiple cases, deadlines, escalations, and service-level requirements.
• Must be at least 18 years of age.

Benefits

• Hourly compensation of $25.00–$30.00, with eligibility for commission or an annual performance incentive plan.
• Fully remote work opportunity within the United States.
• Healthcare coverage, including medical, dental, and vision plans.
• Paid time off, volunteer time off, and paid holidays.
• Employer-matched retirement plan.
• Employee stock purchase plan.
• Short-term and long-term disability coverage.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.
• Benefits designed to support employees' physical, financial, and emotional wellbeing, with offerings varying by role, location, or hours worked.