Product Analyst II

Role: Product Analyst
Location: Spring, TX 77389
Duration: Direct Hire
Work Authorization: , , or Authorized to work in the US
Compensation: $70K

Job Description

The Product Support Analyst II addresses customer questions and concerns regarding the company's products. These professionals answer incoming calls from customers and troubleshoot technical problems. Support Analyst II serves as an expert in the products that the company develops. They find solutions to problems with products and help customers work through technical difficulties.

What You Will Do:

• Diagnose and troubleshoot technical issues, including product setup
• Ask customers targeted questions to understand the root of the problem quickly
• Utilize CRM to track and update tickets
• Track product issues through to resolution within agreed time limits
• Pick up issues that the level 1 analyst escalates
• Communicate with clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g., senior support team members, software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Follow up with clients to ensure their product is fully functional after troubleshooting
• Maintain good relationships with clients
• Mentor junior team members and assist in training newer members of the team

What You Will Need:
Education and Experience

• Typically requires a degree in a technical field or an equivalent combination of education and experience
• Typically requires 3 - 5 years of relevant experience
• Experience in writing basic SQL queries
• Experience in Core Java Programming, should be able to debug simple java programs to perform a root cause analysis
• Knowledge of writing Windows Batch Command files for various tasks in client environments

Knowledge, Skills, And Abilities

• An ability to assess customer product knowledge levels
• Ability to deal with difficult callers
• Proficient in SQL
• Basic understanding of Java programming language
• Ability to look up and modify code to resolve escalated customer issues
• An in-depth understanding of the product customers are using
• Good interpersonal and customer care skills
• Good communication skills and fluency in English
• Ability to document customer issues appropriately

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.