Product Support Analyst

Full-timeDescription

The Product Support Analyst provides essential support for various internal and external software applications within Elligo. This role assists users by responding to questions, diagnosing problems, and resolving issues through a timely and responsive process. The Product Support Analyst serves as a bridge between our user community and development teams, bringing feedback and suggestions to product management.

• Provide technical support to customers through our ticketing system, email, and instant message, prioritizing support requests as needed to maintain business continuity.• Troubleshoot and resolve issues related to our products with a focus on timely resolution. Document issues and resolutions in the appropriate system.• Perform initial analysis for reported incidents and escalate more complex issues to senior support staff or Development as needed.• Document support cases, including issue details, troubleshooting steps, and resolution, using our internal documentation system.• Identify recurring issues and provide solution options to end users.• Collaborate with internal teams, such as Engineering, Product Management, Quality Assurance, and Implementation, to contribute ideas for improving products and applications.• Participate in the testing of new product releases and updates to ensure quality and reliability.• Assist with the creation of end user training content and keep fresh with new product releases.• Understand the product roadmap and assist with end user training as part of the software release process.• Practice continuous learning and compliance.

 • Contribute to a culture of continuous learning, quality, and process consistency. • Perform additional duties as required and/or assigned. 

• Strong troubleshooting skills with the ability to independently support and resolve queries.• Basic understanding of software applications and technical concepts, with the ability to quickly learn and adapt to new technologies.• Experience using ticketing systems and other support tools to manage and track customer interactions.• Effective written and verbal communication skills, with the ability to communicate technical information clearly to both technical and non-technical users.• Solid analytical and problem-solving skills.• Strong organizational skills with the ability to manage multiple priorities and complete projects • Organizational skills with the ability to manage multiple tasks and meet deadlines.• Self-motivated and able to work independently, while also being able to collaborate effectively with others.• Highly proficient with Microsoft Office 365.

• Bachelor's Degree in related discipline preferred, or equivalent combination of education and relative work experience.• 2+ years of experience in a support analyst, technical support, or customer service role is preferred.

This is a remote position operating in a home-office environment. This role routinely uses standard office equipment such as computers, printers, copiers, and phones.Less than 10% travel may be required to support the position’s responsibilities.  

The physical requirements described here are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee may be required to:• Regularly work at a desk using a computer for prolonged periods.• Perform repetitive motion with substantial movements (motions) of the wrists, hands, and/or fingers.• Regularly communicate via e-mail, telephone, chat, webcam (remote sessions such as MS Teams or Zoom), so others will understand and exchange accurate and timely information.• Frequently stand/walk, grasp objects, and perform lightly/fine manipulation of objects.• Occasionally move safely over uneven surfaces.• Occasionally reach/work above shoulders, twist/bend/stoop/squat, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds.

Elligo Health Research is a dynamic organization in a rapidly changing industry.  Accordingly, the responsibilities associated with this job may change from time to time in accordance with business needs.  More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.

Rather, they are designed only to describe the general nature of the job.The incumbent must be flexible as there may be workweeks that require more than 40 hours to ensure the position’s expectations and responsibilities are met. Elligo Health Research is committed to a policy of equal employment and will not discriminate against an applicant or associate based on his or her age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, physical or mental disability, handicap, military or veteran status, genetic information, pregnancy or any other category protected under federal, state or local law, regulation or ordinance. RequirementsBachelor's Degree in related discipline preferred, or equivalent combination of education and relative work experience.2+ years of experience in a support analyst, technical support, or customer service role is preferred.