Product Support Analyst 3
Radiant Digital Solutions Inc
Position: Product Support Analyst 3
Location: Remote - Austin, Texas
Duration: 11 Months
Job Summary for Product Support Analyst 3
- Research and resolve technical support tickets related to the Texas Student Data System (TSDS) and associated data submissions.
- Prioritize and escalate complex technical issues to the appropriate teams as needed.
- Act as a business point of contact for support-related meetings and communications.
- Acquire and maintain deep knowledge and related processes through training and resources.
- Create and maintain comprehensive, clear, and accessible technical documentation for end users, adhering to agency standards.
- Collaborate with Product Owner and cross-functional teams to gather information for documentation and support.
- Design and execute user acceptance testing (UAT) plans for features to validate functionality and usability.
- Document and track defects found during testing, ensuring timely resolution.
- Gather and analyze end user feedback to identify and recommend improvements for user experience.
- Assist Product Owner team with customer outreach during peak data submission periods.
- Document and communicate software and data submission issues from Education Service Centers (ESC) and Local Education Agencies (LEA).
- Present outreach findings and issue reports to Product Owner team, management, and leadership.
- Maintain regular, proactive communication with customers to understand and address their needs and concerns.
- Provide training and support to other team members as required.
Required Skills and Experience:
- 8+ years of experience with LEA/vendor level.
- 8+ years in customer service with strong communication skills.
- 8+ years collaborating effectively with cross-functional teams.
- Excellent verbal and written communication abilities.
- High attention to detail and accuracy in documentation.
- Experience providing training and support to team members.
- Preferred: Experience with software documentation and technical writing.
Vacancy posted 3 days ago
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