Product Support Analyst

Essential Functions

• Prioritize, classify, and escalate incidents according to standard operating procedures.
• Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
• Interact with team members, management, internal departments, and business partners to maintain workflows, escalate, and resolve customer service requests.
• Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
• Monitor service desk ticket volume and ensure timely closure of all assigned tickets.
• Achieve performance targets set by leadership for Key Performance Indicators.
• Work various shifts as needed.
• Perform additional duties as assigned by management.

Employee Competencies

• Excellent critical thinking skills with a proven track record in root cause analysis.
• Exceptional communication skills, both verbal and written, with English being the preferred support language.
• Ability to prioritize tasks based on urgency and scope.
• Effective listening skills to understand client requirements.
• Capability to work effectively across all functional groups, ensuring seamless client experience and timely issue resolution.
• Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
• Service awareness of key products and service offerings.
• Willingness to train on new products to provide high-level support.

Experience Requirements

• 2+ years of technical support experience in a Product Support Environment, preferably in a product company or managed service provider setting.
• Product support experience in one or more of the following areas:
  • Copper Cabling
  • Fiber Cabling
  • KVM Switches
  • Video Multimedia
  • Datacom/Networking
  • Cabinet Rack Enclosures
• Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.

Education Requirements

Associate degree / Technical College or equivalent experience.

Benefits

• Medical, dental, and vision coverage
• 401K
• Life insurance
• Employee assistance programs
• Fitness reimbursements
• Identity theft protection
• Education/scholarship programs
• Challenging work with opportunities for advancement within the organization

This response is AI-generated, for reference only.