Product Support Analyst
Technosylva
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Take ownership of the full lifecycle of customer tickets—from receipt through closure—ensuring resolution within SLA targets and collaborating with other teams as needed.
- Be the customer advocate through the ticket lifecycle.
- Engage with customers professionally, clearly, and courteously to provide timely updates and support.
- Request additional information from customers when necessary to fully diagnose reported problems.
- Conduct technical analysis to identify root causes and determine appropriate resolutions.
- Apply product expertise to decide on the best next steps: resolve the issue directly, recommend further diagnostic actions, or escalate to the appropriate internal team.
- Deliver immediate remedial actions to restore normal service operations whenever possible.
- Monitor all open and escalated issues, track customer responses, and ensure adherence to SLA timelines.
- Partner with L3 Engineers to resolve escalated tickets efficiently and within SLA commitments.
- Notify the Manager of any potential SLA breaches or risks to service quality.
- Participate in customer-facing meetings as required to review ticket status and progress updates.
- Compile and contribute data for management and customer metrics reports.
- Maintain current knowledge of Technosylva’s products, including upcoming patches, releases, and feature enhancements.
- Represent Technosylva as a proactive and valued business partner through high-quality service and collaboration.
- Collaborate with internal teams and customers to identify and implement process improvements that enhance the overall customer experience.
- Support senior implementation staff in testing new software releases, documenting defects, and working with product development to validate new functionality through formal test plans as needed.
- Participate in project deployments as needed to support successful implementation and customer adoption.
Requirements
- Required Associates degree or technical certificate and at least two years’ experience in a technical support, help desk, or customer service role.
- Basic knowledge of computer hardware and networking technologies.
- Experience with a bug/issue tracker system such as Jira.
- Proficiency with MS Office suite & Google products.
- Familiarity working with cloud-based computing environments.
- Ability to maintain professionalism and a positive attitude under stress and customer advocate through issue resolution.
- Deadline-driven, accountable with excellent time management ability.
- Ability to multitask, prioritize work and manage own time to meet team goals and deadlines as well as take direction from senior analysts while working remotely.
- Strong written & verbal communications skills and strong analytical & problem-solving skills.
- Some after-hours/weekend support required on a rotating support schedule.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporthelp deskcustomer servicecomputer hardwarenetworking technologiesbug/issue trackercloud-based computingMS OfficeGoogle productsanalytical skills
Soft skills
professionalismpositive attitudetime managementmultitaskingprioritizationcommunication skillsproblem-solving skillscustomer advocacycollaborationaccountability
Certifications
Associates degreetechnical certificate