What are the responsibilities and job description for the Product Support Analyst position at Definitive Healthcare, US?
Your challenge:
As a Product Support Analyst, you will play a critical role in our Product Support department as you triage, manage, and resolve issues of varying complexity and urgency. The ideal candidate for this role has experience working in a technical field while juggling competing priorities in a collaborative, fast-paced environment.
Responsibilities for you to tackle include:
- Work closely with our customer experience, support, and product management teams to receive, review, and resolve issues.
- Quickly identify and escalate urgent or critical concerns to business leaders.
- Set expectations regarding deliverability of solutions and requests based on business needs, priority, and severity.
- Maintain possession of issues and requests throughout their lifecycle while pursuing resolution.
- Ensure communication channels with customers and key stakeholders are maintained through the issue/request life cycle.
- Advise clients and end users on product functionality, workflow, and use cases.
- Provide feedback and collaborate with stakeholders across multiple departments to improve product quality and reliability.
Success in this role will be driven by:
- 2-5 years of experience in a previous technical, data analytics, or customer support role.
- Basic skills with Microsoft SQL server or similar
- Basic skills with task management/project management software
- Excellent time management skills with the ability to consistently meet deadlines.
- Ability to work under pressure while managing competing priorities.
- Strong problem-solving and troubleshooting skills with an innate desire to solve problems.
- Strong verbal and written communication skills with a customer-focused mentality.
- Familiarity or experience with U.S. Healthcare
