Product Support Analyst

About the role

The Product Support Analyst will report to the Senior Product Support Manager.

Responsibilities

• Work on our product team, spending about half of your time triaging and analyzing support requests from internal teams, and providing second-level product support to the customer support team
• Work cross-functionally with our product, engineering, operational and customer support teams to decide which problems we solve for our customers and how we prioritize them
• Develop reports to monitor the flow of diagnostic information across the organization in order to highlight trends which could have downstream impact to our customers and teams
• Use internal AI tool to understand how internal systems are supposed to behave through its access to the PureCars code repository
• Develop/ maintain reports that are used by our internal teams to provide our customers with information about how our products are performing for them
• Prioritize and rank the impact of incoming customer issues to help better our escalation processes.
• Relay insights from the product and engineering teams back to the customer support team so that everyone is on the same page including creating knowledge-base articles to spread learning throughout the organization
• Coach our customer support team on new product features and their technical details and ensure that our documentation is up to date.

Requirements

• 1-3 years of experience providing customer support for a SaaS product.
• Strong negotiation and communication skills