Product Support Analyst II - Remote

Overview

The Product Support Analyst II will play a pivotal role in supporting both in-house products and end users, ensuring an efficient product experience for patients, families, and providers.

In Short

• Deliver prompt support to external users and internal employees.
• Troubleshoot software and platform-related problems.
• Identify patterns in customer issues and communicate insights.
• Escalate complex issues to appropriate teams for resolution.
• Maintain and improve documentation for clarity and accuracy.
• Contribute to support workflows and processes.
• Collaborate cross-functionally in a fast-paced environment.
• Participate in after-hours support as needed.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in computer science, IT, engineering, or related field.
• 4+ years in product application support or IT Helpdesk.
• Ability to work 8 am - 5 pm EST.
• Strong troubleshooting and analytical skills.
• Quick learner with interest in new technologies.
• Excellent verbal and written communication skills.
• Effective multitasker in a fast-paced environment.
• Working knowledge of databases and related tools.
• Experience with MDM Admin, GSuite Admin, Mac/PC Support.
• Fluency in Spanish is a plus.

Benefits

• Flex PTO policy + 11 paid company holidays.
• Competitive medical, dental, vision, and life insurance.
• Significant percentage of benefits premiums covered.
• Company paid reproductive and family care benefits.
• Employee Assistance Program for mental health support.
• $50/month internet stipend.
• One-time work from home stipend of up to $500.