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Product Analyst II – Support
Invent SoftwareSupport customer service and technical assistance at Invent Software, contributing to innovative solutions and customer satisfaction.
Tech Stack
Tools & technologiesAWSDockerJavaScriptNode.jsNoSQLPythonReactSQL
About the role
Key responsibilities & impact- Support low-complexity customer requests by assisting with the initial understanding of issues, questions, and next steps.
- Log and update tickets and support information in internal systems, ensuring clarity and traceability.
- Assist with triage, initial classification, and categorization of tickets to help organize the support queue.
- Help send simple status updates for ongoing requests, following team guidance.
- Monitor basic area indicators and metrics, contributing to productivity and service targets.
- Answer phone calls routed through the IVR when applicable and always under supervision.
- Assist the team with operational and administrative routines related to product support and maintenance.
Requirements
What you’ll need- Customer service and technical support experience
- Experience with ticketing systems/incident management tools
- Basic understanding of systems and technology
- Microsoft Office
- Databases (SQL Server and SAP HANA) – basic level
- The following will be considered a plus:
- Knowledge of programming languages or prior software development experience
- Experience in development environments using Docker, HTML5, CSS3, React, Python, Node.js, AWS, API Gateway, Lambda, SQL and NoSQL
- Knowledge of UX/UI and interface design
- Certifications in Requirements Analysis (such as IIBA CCBA or CBAP)
Benefits
Comp & perks- Meal allowance
- Transportation allowance
- Health insurance
- Dental insurance
- Professional development
- Relaxed work environment
- Recognition
- Workplace exercise sessions
- Tuition assistance*
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Ticketing SystemsSQL ServerSAP HANABasic Programming KnowledgeHTML5CSS3ReactPythonNode.jsAWS
Soft Skills
CommunicationProblem-SolvingTeam Collaboration
Certifications
IIBA CCBACBAP